Workforce Manager

Key Responsibilities

• Lead short- and long-term forecasting, capacity planning and workforce modelling.

• Develop staffing plans aligned with business demand, growth and service level requirements.

• Oversee scheduling, shrinkage management, skill-based requirements and schedule optimisation.

• Lead real-time and intraday workforce management, responding quickly to demand and staffing gaps.

• Monitor and improve key performance indicators including service level, abandonment, occupancy, utilisation and schedule adherence.

• Develop workforce management strategies that improve efficiency, productivity and customer experience.

• Drive the use of analytics, automation and emerging technologies to improve workforce management.

• Manage headcount planning, workforce costs and budgeting in partnership with Finance and Operations.

• Provide senior leadership with clear forecasts, capacity plans, performance insights and recommendations.

• Lead, coach and develop a team of workforce planners, schedulers and real-time analysts.

• Drive continuous improvement, data integrity and governance across workforce management processes and systems.