HeliosX - Senior Workforce & Planning Manager
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Responsibilities
• Own short, mid & long-term volume forecasts across all markets, channels & queues, balancing accuracy with operational pragmatism • Build capacity plans that align staffing to demand, accounting for shrinkage, seasonality, ramp times, AI deflection & business initiatives. • Partner with Finance, CS Leadership & BPO Vendor Management to ensure headcount plans meet service level, cost & CX targets. • Lead scenario modelling, capacity risk analysis & cost-impact assessments to inform operational & strategic decisions. • Own the operational reporting layer: SLA, FRT, AHT, adherence & productivity across all brands and markets. • Establish a single source of truth across Intercom, Metabase & internal data sources, resolving discrepancies the business can trust. • Own the CSAT, VoC & Trustpilot reporting framework, surfacing root causes & recommending interventions with CS Leadership. • Produce regular & ad-hoc executive readouts that translate operational data into clear, actionable insight for ELT-level audiences. • Partner with Operations & professional services to design, configure & roll out the new WFM platform to best practice. • Define & embed the processes, governance & operating model for the Planning & Insights function as it scales, acting as a visible AI adopter throughout.
Benefits
• At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!Aside from working with our all-star team, here are the other benefits of coming on board: • 25 days holiday plus UK Bank Holidays (excluding two per year) • Private health insurance, along with extra dental and eye care cover • Enhanced parental leave • Cycle-to-work Scheme • Electric Car Scheme • Free Dermatica and MedExpress products every month, as well as family discounts • Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside audible subscription)
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