Senior Workforce & Planning Manager

5 hours, 58 minutes ago
Full-time
Senior
Data Science and Analytics
HeliosX

HeliosX

HeliosX is a leading health tech company dedicated to improving healthcare quality, accessibility, and affordability worldwide. With a vertically integrated network of clinicians and pharmacies, we serve over 467 million people in 9 countries. Our bran...

Health Care Providers & Services
51-250
Founded 2013

Description

  • Own short-, mid-, and long-term volume forecasts across all markets, channels, and queues.
  • Build capacity plans that align staffing to demand while accounting for shrinkage, seasonality, ramp times, AI deflection, and business initiatives.
  • Partner with Finance, Customer Service leadership, and BPO Vendor Management on headcount, service level, cost, and CX planning.
  • Lead scenario modelling, capacity risk analysis, and cost-impact assessments to support operational and strategic decisions.
  • Own operational reporting across SLA, FRT, AHT, adherence, and productivity for all brands and markets.
  • Establish a single source of truth across Intercom, Metabase, and internal data sources.
  • Own CSAT, VoC, and Trustpilot reporting, surfacing root causes and recommending interventions.
  • Produce regular and ad hoc executive readouts that translate operational data into actionable insight.
  • Partner with Operations and professional services to design, configure, and roll out the new WFM platform.
  • Define and embed the processes, governance, and operating model for the Planning & Insights function as it scales.

Requirements

  • Demonstrable experience leading workforce management for a multi-site, multi-market operation, with ownership of forecasting, capacity, scheduling, and real-time.
  • A track record of building or significantly maturing customer service analytics, performance reporting, or insights functions, ideally with executive-level reporting.
  • Hands-on experience implementing or significantly upgrading a WFM platform such as Verint, NICE, injixo, Playvox, or Tymeshift.
  • Strong working knowledge of customer service data tools such as Intercom, Metabase, Hex, or comparable platforms.
  • Advanced analytical skills across Excel or Sheets, BI tooling, and AI-augmented workflows, with strong data storytelling.
  • Experience working alongside BPO partners and managing the planning and performance interface with them.
  • A strategic, proactive problem-solver who is credible at ELT level and comfortable with ambiguity and rapid change.
  • Genuine AI fluency and comfort championing AI adoption with others.
  • Exposure to regulated industries such as healthtech, healthcare, telemedicine, or fintech is a bonus.

Benefits

  • 25 days holiday plus UK Bank Holidays, excluding two per year.
  • Private health insurance with additional dental and eye care cover.
  • Pension scheme.
  • Enhanced parental leave.
  • Cycle-to-work Scheme and Electric Car Scheme.
  • Free Dermatica and MedExpress products every month, plus family discounts.
  • Home office allowance.
  • Headspace subscription, discounted gym memberships, and a learning and development budget, alongside an Audible subscription.

Interested in this position?

Apply directly on the company website

Apply Now

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