Workforce Planning & Performance Lead

WTW; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Private healthcare

Hybrid working

Pension scheme

Job summary

WTW is seeking a Performance and Planning Manager to ensure the right capacity and resources across our Service Centre and pensions administration operations. You will translate customer demand into accurate forecasts, capacity plans and schedules using workforce-management tools and data-driven insights.

You’ll monitor performance, coordinate real-time and in-period workforce plans, and provide practical recommendations that balance member experience, delivery commitments, colleague experience

Qualifications

• Experience in workforce planning within contact centre or pensions administration environments.
• Ability to translate demand and workloads into capacity requirements.
• Proven data analysis skills and ability to interpret operational information quickly.

Responsibilities

• Develop tactical forecasts, capacity plans and schedules across channels and locations.
• Translate demand into practical resource requirements and capacity needs.
• Monitor service performance, backlog and risks; take corrective action.
• Coordinate real-time and in-period workforce plans and interventions.
• Provide data-led recommendations balancing member experience, delivery and cost.
• Maintain common planning standards and reporting across operations.
• Identify causes of performance challenges and use scenario modelling for decisions.
• Improve forecasting accuracy, workload allocation and insight generation.

Skills

Workforce planning

Forecasting

Scheduling

Stakeholder management

Excel analysis

Data-driven decisions

Tools

Power BI

Job description

WTW is seeking a Performance and Planning Manager to ensure the right capacity and resources across our Service Centre and pensions administration operations. You will translate customer demand into accurate forecasts, capacity plans and schedules using workforce-management tools and data-driven insights.

You’ll monitor performance, coordinate real-time and in-period workforce plans, and provide practical recommendations that balance member experience, delivery commitments, colleague experience