Workforce Planning Manager

Posted 5 hours 46 minutes ago by Collins McNicholas Recruitment

Permanent
Full Time
Other
Longford, Longford, Ireland
Job Description

Our client, a growing technology-led organisation, is seeking a Workforce Planning & Analytics Manager to join their Operations team.

This is an exciting opportunity to take ownership of workforce planning, forecasting, scheduling, and operational reporting across a multi-channel customer support environment.

The successful candidate will play a key role in ensuring the business has the right resources in place to meet customer demand while driving efficiency and service performance.

Permanent position, Hybrid working from Longford Office.

Key Responsibilities
  • Lead workforce planning and capacity management across customer support operations.
  • Develop short- and long-term staffing forecasts and resource plans.
  • Analyse operational data and trends to improve forecasting accuracy.
  • Create and maintain workforce schedules and staffing models.
  • Monitor service levels, staffing performance, and operational KPIs.
  • Produce regular reports and insights for management teams.
  • Identify opportunities to improve processes, reporting, and operational efficiency.
  • Work closely with Operations, Customer Success, and senior stakeholders to support business growth.
Requirements
  • 3+ years' experience in Workforce Planning, Workforce Management, Resource Planning, Capacity Planning, or Contact Centre Analytics.
  • Strong forecasting, scheduling, and workforce planning experience.
  • Advanced Excel skills and strong analytical ability.
  • Experience using Workforce Management tools such as NICE, Verint, Calabrio, Assembled, or similar.
  • Ability to turn data into clear recommendations and business insights.
  • Strong communication and stakeholder management skills.
  • Experience in fintech, technology, SaaS, cybersecurity, or financial services.
  • Experience with Power BI, Tableau, or similar reporting tools.
  • Knowledge of Zendesk, Salesforce Service Cloud, or similar platforms.

For more information or a confidential discussion about this Workforce Planner role, contact Michelle Miley at or via email at