Strategic Workforce Planning Manager

About the role

The Strategic Workforce Planning Manager is the senior architect of workforce optimisation across Rank Interactive’s five regulated operational units. Reporting to the Head of Operational Enablement and the Director of Operations, you will shape demand forecasts, capacity models and workforce designs that protect service levels, regulatory compliance and colleague development while delivering cost and productivity gains.

Key responsibilities

• Own the workforce planning operating model and cadence (annual, quarterly, weekly) for all operational units.
• Develop and maintain multi‑channel, multi‑skill demand forecasts using Erlang, time‑series, regression and scenario analysis.
• Build capacity‑versus‑demand models, translate forecasts into cost‑to‑serve and headcount budgets, and advise on automation, insourcing and new product impacts.
• Maintain and govern the assumptions library (shrinkage, attrition, AHT, FCR) and ensure quarterly evidence‑based reviews.
• Equip Operations with intraday tools, dashboards and playbooks, and mentor the future Workforce Management Analyst.

Required profile

• 3+ years of experience running full workforce planning cycles across voice, digital and back‑office environments.
• Proven ability to set standards, partner with intraday analytics functions and deliver executive‑ready recommendations.

Required skills

• Advanced Excel and Power BI proficiency.
• Experience with at least one enterprise workforce management platform (e.g., NICE, Genesys, Verint, Calabrio, Amazon Connect).
• Strong command of forecasting methodologies, including Erlang‑based calculations, regression and seasonality modelling.
• Capacity modelling and scenario/sensitivity analysis.
• Knowledge of AI‑driven forecasting and hybrid AI‑human contact‑centre operating models.