Workforce Planning & Reporting Lead

A day in the life

As the Workforce Planning & Reporting Lead, you’ll play a key role in helping our Customer Operations team deliver a consistently great experience for customers every day.

You’ll spend your time turning data into actionable insights — forecasting demand, planning workforce capacity, and identifying smarter ways of working across our support teams. From monitoring operational performance to partnering with Finance, Data and People Experience teams, your work will help ensure we have the right people, in the right place, at the right time.

This is a hands-on role where no two days look the same. You might be:

• Analysing trends and forecasting future customer demand
• Building reports and dashboards that help leaders make informed decisions
• Identifying opportunities to improve efficiency and customer outcomes
• Partnering with stakeholders to support transformation and optimisation initiatives
• Managing workforce planning activities across multiple support channels
• Using data, AI tools and modelling techniques to improve forecasting accuracy
• Supporting leaders with operational insights, presentations and recommendations
• Helping shape a high-performing, customer-focused culture

You’ll thrive in this role if you enjoy solving problems, working collaboratively and using data to influence meaningful business outcomes.

About the role 

The Workforce Planning & Reporting Lead exists to ensure our Customer Operations teams are set up for success through effective workforce planning, forecasting and operational reporting.

This role combines analytical thinking, stakeholder collaboration and continuous improvement to help deliver exceptional customer experiences while supporting operational efficiency and business performance.

Key capabilities

• Workforce planning, forecasting and capacity modelling within a contact centre or operational environment
• Data analysis, reporting and visualisation to support decision-making
• Continuous improvement and optimisation initiatives that enhance customer and operational outcomes
• Building strong stakeholder relationships across teams and functions
• Managing competing priorities with strong attention to detail and problem-solving skills

What success looks like (6–12 months)                   

• Delivering accurate workforce forecasts and resource plans that support operational targets
• Improving reporting visibility and creating meaningful operational insights for leaders
• Identifying and implementing optimisation opportunities that improve efficiency and customer experience
• Strengthening workforce management processes and operational best practices
• Building trusted partnerships across Customer Operations, Finance, Data and People Experience teams
• Supporting key transformation initiatives that positively impact team performance and customer outcomes