Workforce Management Specialist

Workforce management – Planning, Forecasting and Traffic management

You will be part of the Operational Intelligence Team that ensures customer-facing and back-office activities have the right capacity, skills and priorities at the right time. The role contributes to an integrated workforce-management approach covering forecasting, planning and intraday traffic management to balance workload and workforce, protect service levels, and support efficient end-to-end operations across multiple channels and locations. You will initially focus on one aspect of the area and progressively develop transversal expertise across forecasting, planning and traffic management.

Forecasting responsibilities: translates historical performance, business intelligence and future events into robust workload and staffing forecasts. The role provides the forward-looking insight needed to make informed capacity, recruitment, leave and prioritisation decisions.

Planning responsibilities: converts approved demand forecasts and capacity assumptions into reliable operational schedules. The role ensures that shifts, activities, skills, training and non-customer-facing time are planned transparently and fairly while maintaining sufficient coverage to meet service commitments.

Traffic Management responsibilities: safeguards operational stability during the day by monitoring workload, staffing, backlogs and service performance in real time. The role makes timely, evidence-based decisions to align available resources with changing demand and to minimise customer and business impact.

These responsibilities are closely connected. You will work across their interfaces, understand how decisions in one area affect the others, and progressively build the capability to contribute beyond your initial area of focus.

As a workforce management specialist, you will be end to end responsible to implement this way of working to our stakeholder within COO domain and beyond if required.

We expect from you to:

• Ensure teams have detailed weekly task plans, including customer-facing activities, back-office work, training, coaching and other non-customer-facing time.
• Maintain accurate schedules and process recurring, ad hoc and last-minute planning requests within agreed deadlines.
• Understand how changes in workload, staffing and operational priorities affect forecasting, planning and intraday traffic management, and adjust the relevant schedules, activities or assumptions accordingly.
• Connect forecasting, planning and traffic management to support coherent end-to-end workforce-management decisions.
• Develop a broad understanding of forecasting, planning and traffic management, and progressively contribute across these activities based on operational needs.
• Translate forecast volumes, handling times, shrinkage and productivity assumptions into FTE and capacity requirements.
• Centralize and include impacts for events, campaigns, process changes and new activities.
• Lead operational performance touchpoints with team leads and provide clear status updates, decisions and required actions.
• Conduct workload and workforce analyses and contribute to continuous improvement of operational processes.

We are looking for someone with:

• Strong organisational skills, precision and respect for deadlines.
• Analytical and solution-oriented mindset, including confidence working with operational data.
• Ability to prioritise and make practical decisions in a changing environment.
• Curiosity, ownership and a continuous-improvement mindset, with the flexibility to develop new capabilities across workforce-management activities.
• Ability and willingness to learn across forecasting, planning and traffic management, moving beyond a single area of expertise over time.
• Strong numerical, analytical and problem-solving skills.
• Ability to structure complex data and convert analysis into actionable business recommendations.
• High attention to detail while maintaining a clear view of operational and strategic priorities.
• Effective stakeholder management and the confidence to challenge assumptions constructively.
• Strong ownership, planning discipline and respect for delivery deadlines.
• Curiosity for automation, artificial intelligence and improved forecasting methods.
• Ability to balance customer outcomes, employee impact and business priorities.
• Strong ownership and a collaborative mindset, with the ability to work across activities, challenge assumptions constructively and set clear priorities.