Workforce Planning & Optimisation Manager

An organisation requires a Workforce Planning & Optimisation Manager to oversee workforce forecasting, capacity planning, and resource deployment within a contact centre environment. The role involves analysing operational data, predicting demand fluctuations, and developing proactive staffing strategies to meet service level agreements. The successful candidate will collaborate with multiple departments, interpret complex data, create forecasts, and identify efficiency opportunities. Key skills include analytical thinking, experience with contact centre metrics, and proficiency in Excel and workforce management systems. The role offers the chance to shape workforce capabilities and influence operational outcomes in a growing organisation.