Strategic Workforce Planning Manager

About the role

Rank Interactive is seeking a senior Strategic Workforce Planning Manager to own and optimise workforce design across its five regulated operational units. You will work independently and alongside senior operational leaders to translate complex workforce data into actionable, executive‑ready recommendations.

Key responsibilities

• Own the workforce planning operating model for all operational units.
• Design and govern planning cadences at strategic (annual), tactical (quarterly) and operational (weekly) levels.
• Develop and maintain standards, tools and playbooks for intraday management.
• Document and govern assumptions such as shrinkage, attrition, occupancy, AHT and FCR.
• Shape demand forecasts, capacity models and workforce designs that protect service levels, regulatory compliance and colleague development.
• Stress‑test workforce assumptions against automation and AI impacts.
• Drive cost efficiencies, productivity gains and measurable business outcomes.

Required profile

• Senior‑level experience with strong judgment and stakeholder management.
• Hands‑on expertise in multi‑channel contact‑centre environments (voice, chat, back‑office).
• Deep understanding of intraday operations and workforce management technology.
• Ability to analyse and translate complex workforce data into executive recommendations.
• Experience with AI‑human operating models and automation impact analysis.

Required skills

• Workforce Management technology
• Capacity modelling and forecasting
• Data‑driven workforce analysis