Workforce Management Planner

What you’ll be doing

You’ll create, optimize and own capacity plans for the North region, ensuring we meet service-level agreements while balancing cost, customer experience and agent wellbeing. You will also turn data into clear insights, lead forecasting improvements, and collaborate with cross-functional teams to drive an efficient operating model.

Day-to-day in this role you’ll:

• Own capacity plans for multiple countries and optimise them to meet service-level targets.
• Analyse performance, compare expectations vs reality, and translate data into meaningful insights for support teams.
• Conduct scenario modelling, sensitivity analysis and ad-hoc simulations to guide resource allocation decisions.
• Recommend and implement operating-model changes (skills, contracts, queue design, network setup).
• Chair/facilitate governance sessions with Product, Operations, Finance and Recruitment to integrate upcoming changes and shape hiring needs.
• Improve MAPE accuracy, co-own quarterly OKR target-setting, and build light data automations to streamline WFM processes.

Our humble expectations

• Experience in workforce management planning across multi-site or multi-country environments.
• Strong analytical skills and ability to translate data into operational recommendations.
• Confidence in building forecasts, running scenario simulations and performing sensitivity analysis.
• Ability to collaborate effectively with cross-functional stakeholders and present insights clearly.
• Comfortable owning complex capacity models and driving improvements independently.
• Familiarity with key WFM metrics such as MAPE, shrinkage, occupancy and service level.

Next steps

If this role sounds like a great match for you, we’d love to get to know you better. As we’re heading into the holiday season, it may take us a little longer to get back to your application. We’ll be in touch with you by the first week of January at the latest.