Job Summary
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.
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