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Hybrid - 3 days at home and 2 in the officeSalary - up to £50kThe Senior Workforce Planner will develop and manage the resource planning and real time functions across Customer Services to ensure that the business consistently delivers the desired contact handling experience and achieves its SLA target and wider objectives at an optimal cost.Role of Senior Workforce Planner: * Ensure company has competent resources with the right skill mix in the right place . * Initiate improvements in capability of workforce. * Drive and co-ordinate the operations deployment plan. * Monitor operational performance against agreed workforce plans. * Monitor the daily, weekly and monthly planning cycles ensuring performance to expectation and identification and implementation of improvement activities. * Communicate deviation or anticipated deviance from plan and recommend corrective actions. * Identify efficiencies within Resource management that can drive down cost and improve service. * Govern the management of planning; scheduling and rostering data. * Continually review forecast service demand against forecast supply resources. * Continually assess proposed or forecasted non-existing services. * Continually assess downtime plans across the business to identify risks to Service delivery. * Initiate improvements in workforce planning and downtime management to deliver enhanced quality of service levels and consistency.Candidate Experience: * Proven leadership with Workforce Planning & Demand Planning for 1+ Years * Ability to develop and maintain effective forecast models * Ability to develop and maintain Demand and Capacity workforce plan model based on Forecast activity demand and resource / skill mix availability * Experience using and configuring Verint system essential * Excellent planning and organisation * Excellent influencing and communications at all levels of the organisation