Workforce Planner - Banking Operations (3 Months)
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Workforce Planner - Banking Operations (3 Months)
Location: Hybrid, London
Competitive Day Rate (Inside IR35
The Workforce Planner is responsible for delivering accurate short- and medium-term staffing plans to ensure optimal service levels. The role focuses on forecasting demand, scheduling colleagues, and monitoring real-time performance to ensure customer service targets, regulatory standards, and cost controls are achieved.
Demand Forecasting & Capacity Planning
- Produce daily, weekly, and monthly demand forecasts
- Translate forecasts into staffing requirements using capacity models.
- Plan staffing across multiple channels
- Account for shrinkage factors such as annual leave, sickness, training, and meetings.
Scheduling & Rostering
- Build and maintain colleague rotas in line with forecast demand.
- Optimise shift patterns to balance service levels and colleague wellbeing.
- Ensure compliance with working time regulations and internal policies.
- Manage overtime, temporary staffing, and contractor utilisation.
Real-Time Performance Management
- Monitor intraday performance against KPIs (service level, abandonment rate, AHT).
- Make real-time adjustments to staffing (redeployment, overtime, shift swaps).
- Provide live updates to operational leaders during peak periods or incidents.
Performance Reporting & MI
- Produce daily and weekly performance reports.
- Analyse trends in call volumes, handling times, and productivity.
- Highlight risks to service delivery and recommend corrective actions.
- Support monthly operational reviews with data insights.
- Work closely with Team Leaders and Operations Managers to align resource plans.
Key Metrics (Operational Focus)
- Service Level %
- Forecast Accuracy
- Overtime Spend vs Budget
Skills & Experience
- Experience in workforce planning or resource scheduling within an operational banking environment.
- Strong Excel skills (pivot tables, lookups, basic modelling).
- Strong analytical and problem-solving ability.
Competencies for Success
- Detail-oriented
- Quick decision-maker under pressure
- Strong communicator
- Data-driven
- Collaborative team player
- Customer-focused mindset