Workforce Planning Manager

Workforce Planning Manager

Location: Remote - UK Wide

Day Rate: £450 p/d

Type: Contract - Inside IR35

Length: 6 months

Start Date: ASAP

Overview:

We are seeking an experienced Workforce Planning Manager to support commercial modelling for major upcoming bids. You will bring strong forecasting and resource planning experience gained within large contact centre operations, translating client data into robust staffing models that support profitable service delivery.

The Role:

You will analyse client demand and operational data to build resource models tailored to our proposed service delivery approach. Working closely with commercial, bid and operational teams, you will assess the staffing requirements, costs and assumptions underpinning each proposal, ensuring the planned service is both operationally achievable and commercially viable.

Key Responsibilities:

• Analyse client data, including contact volumes, demand patterns, handling times and service level requirements.
• Build workforce forecasts and resource models for large contact centre bids.
• Calculate staffing requirements, accounting for shrinkage, occupancy, productivity, operating hours and expected changes in demand.
• Work with commercial teams to assess the cost and profitability implications of different resourcing scenarios.
• Develop scenario and sensitivity analysis to show how changes in volumes, performance assumptions or service requirements affect staffing and costs.
• Identify gaps in client data, challenge assumptions and highlight risks that could affect service delivery or commercial performance.
• Present clear modelling outputs and recommendations to bid, commercial and operational stakeholders.
• Document assumptions and methodologies to support bid submissions and subsequent operational planning.

Skills and Experience:

• Proven workforce planning and forecasting experience within large contact centre operations.
• Strong experience building resource models from complex operational and client datasets.
• A clear understanding of the relationship between staffing, service levels, productivity and profitability.
• Advanced Excel skills and confidence developing detailed forecasting and scenario models.
• Strong analytical skills, with the ability to validate data and explain the commercial implications of findings.
• Experience working with senior operational and commercial stakeholders.
• Ability to manage competing priorities and deliver accurate outputs against bid deadlines.

Desirable:

• Experience supporting bids, tenders or mobilisation planning.
• Background in outsourced contact centre or business process outsourcing environments.
• Familiarity with workforce management systems and reporting tools.