Senior WFM and Capacity Planning Lead

Join the DDC Group's expanding global team as a Senior Workforce Management (WFM) & Capacity Planning Lead. This is an outstanding opportunity to advance your career with us.

Closing date Monday 21st July at 5pm.

As the Senior WFM and Capacity Planning Lead, you will enhance operational performance and WFM process maturity by implementing best practices. Reporting to the Head of WFM, Planning & Insights, you will work across various locations, industries, and platforms, building strong relationships with internal teams and clients. Your goal is to balance client, business, and agent needs, driving continuous improvement.

This is a permanent full-time position. Hybrid role where you will work from home but have the flexibility with the ability to travel as this role will require travel to sites across the UK with at times, an overnight stay (travel costs will be paid for by DDC Group except when required to travel to our UK HQ in Worksop).

Key Responsibilities:

• Develop and administer workforce management solutions encompassing all processes within Client commercial specification.
• Create and own end-to-end planning and performance analysis to support resourcing and capacity planning requirements.
• Develop and create data models to forecast demand volume, set up multi-dimension capacity models, and determine the optimum plan balancing customer and employee experience.
• Ensure operations supply levels are sufficient to meet Client requirements, with resourcing models to enable timely recruitment, and tracking of attrition and recruitment performance.
• Create and administer bespoke models and scheduling solutions to optimise performance and deliver SLAs, including demand planning, scheduling, real-time monitoring, and performance analysis.
• Design schedule rotations to meet client needs, ensuring compliance with local labour laws and annual leave considerations.
• Manage day-to-day production of schedules and on-the-day optimisation, coordinating with operations teams to respond to unexpected demand or absenteeism.
• Chair and lead weekly Ops Planning meetings with Client and Ops leadership teams, using a structured approach to capture and plan impactful activities.
• Influence operational stakeholders to utilise WFM tools and technologies to drive performance and improve planning and adherence.
• Educate and train both direct reports and other stakeholders on planning processes and procedures used by the WFM group.
• Identify opportunities to improve planning and scheduling efficiency, recommending improvements to operational effectiveness, service delivery, and cost reduction.
• Define and agree on appropriate contingency measures to safeguard performance and achieve Client SLAs and KPIs.
• Implement productivity and revenue increases by driving efficiency and related initiatives.
• Ensure effective deployment of technology solutions to support operational and service excellence.
• Ensure effective use of resources, planning tools, and systems.
• Identify and leverage best practices in workforce management.

What do you need?

• Demonstrate a clear understanding and first hand experience of workforce management principles and processes in the primary functional areas.
• Deep understanding of workforce management, including volume and headcount forecasting, shift plans scheduling, performance monitoring and processes / system optimising etc.
• Strong analytical skills and proven skills associated with complex scheduling of multiple skill types and working regulations.
• Excellent problem solving, task prioritisation, follow up and quick learning skills.
• Ability to work in a fast paced, high-pressure environment with dedication, passion and motivation.
• Ability to operate effectively in a team environment.
• Good oral and written communication skills and interpersonal skills.
• Able to think strategically and understand, and explain to others, complex risk and technical issues.
• Able to problem solve under pressure and find innovative ways to overcome complex business challenges.

Experience/Qualifications

• Minimum of 5 years’ background in Workforce Operations within Customer Care and/or BPO environments, including regular collaboration with senior operations teams.
• Solid understanding of workforce management (WFM) planning, scheduling, and optimisation methodologies.
• Proven track record in workforce planning and scheduling roles.
• Strong expertise in managing capacity planning across multi-channel, multi-site operations.
• Hands-on proficiency in performing WFM tasks manually using Excel or similar tools, with a deep grasp of calculation logic.
• Demonstrated capability in project management and coordination.
• Advanced Excel skills and familiarity with other Microsoft Office applications.
• Practical knowledge of WFM platforms and tools.
• Demonstrates proficiency with WFM applications such as IEX, Injixo, Verint, and Genesys.
• Working knowledge of Call Centre CRM systems and ACD switch technologies.
• Previous involvement in multi-disciplinary contact centre operations.
• Solid understanding of reporting tools and data analysis processes.
• Prior leadership in a management or supervisory role.
• Active participation in continuous improvement and transformation initiatives, with a focus on enhancing team performance and development.
• Strong foundation in statistics, forecasting, and management information methodologies.

We will give you:

• 25 days annual leave per year, plus Bank holidays.
• Death in service - times four of your salary (subject to criteria).
• Enrolment to a contributory, salary sacrifice pension scheme (starts after 3 months).
• Free Eye Care – Receive Specsavers vouchers for eye tests and a contribution to glasses if needed for VDU use.
• Employee Assistance Programme - provides highly confidential help and advice for legal, financial, and medical concerns. Plus, access to the MyMindPal app.
• Company Mental Health First Aiders.
• Enhanced Family Leave Pay with service.
• Access to a Health Cash Plan Scheme.
• Free tea and coffee, breakfast and sandwiches at head office.
• Free car parking and electric car charging point at head office.

About the company

The DDC Group is a renowned leader in data, business process outsourcing, and technology solutions, providing clients across industries – including banking and finance, energy and utilities, healthcare, insurance, shipping and logistics, life sciences, public sector, and travel, among others.

With 35 years of experience, The DDC Group is committed to driving business outcomes through technology, innovation, efficiency, and dedication to client success.

If this sounds like the right career move for you, click apply to be our Senior WFM & Capacity Planning Lead.