Workforce Planner

Overview

Forecast, schedule and monitor 24/7 call centre and back‑office staffing to meet SLAs.

Key Responsibilities

• scheduling
• data analysis
• real-time support
• reporting
• system audits
• shift design

Tasks

-Generate and manage schedules for call centre agents and back-office staff using workforce management tools. -Analyse workforce data to identify trends, risks, and opportunities for optimisation -Provide real-time support to operations teams during unexpected demand spikes or absences -Recommend and implement improvements to scheduling, forecasting and workforce systems -Monitor intraday performance and staffing levels, adjusting to meet SLA’s -Co-ordinate leave, training and meeting schedules to minimise service disruption -Produce daily, weekly and monthly reports on staffing, adherence, and performance metrics -Complete regular audits and housekeeping of WFM System ensuring accuracy of data within the system -Produce and maintain process documents for end-to-end planning function including version control sheet and governance. -Support change initiatives including new technology rollouts, process redesigns and policy updates -Design and maintain shift patterns that support 24/7 coverage whilst balancing employee wellbeing and compliance.

Requirements

• excel
• nice
• workforce planning
• shift planning
• communication
• analytical

What You Bring

-Ability to work under pressure and adapt changing priorities -Familiarity with 24/7 shift planning and managing high-volume staffing requirements. -Experience with back-office planning and multi-channel environments (voice, email, chat). -Proven experience in workforce planning within a contact centre or similar 24/7 operational environment -Excellent communication and stakeholder management skills -Strong analytical skills with proficiency in Excel and Workforce Management Software (e.g Nice, Calabrio, Verint)

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Benefits

-Electric Vehicle Schemes – to help you transition to green/clean driving -Holiday Purchase – perfect your work/life balance with extra annual leave -Access to Savesmart financial wellbeing support -36 days annual leave -Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments -Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more -Cycle to Work scheme and Public Transport Season Ticket Loans -Life Assurance (4x salary) -Share Schemes -Technology Vouchers – save more and spread the cost of your technology purchases

About Scottishpower

-Balances three core pillars: onshore and offshore wind development, power networks maintenance, and electricity and gas retail. -Iconic projects include East Anglia THREE offshore wind farm, showcasing innovation and ambition in renewable energy. -Networks division manages transmission and distribution systems in central/southern Scotland, North Wales, and Merseyside. -Typical work includes turbine and substation construction, as well as smart-meter rollouts through the MAP business. -Cultural highlight: The ScottishPower Pipe Band, sponsored since the 1990s, has performed internationally alongside royalty and top artists.

Sector Specialisms

Visa Sponsorship

-company will support necessary immigration requirements for candidates who are not uk citizens.