CEC Workforce Planner

Responsibilities

• Forecast customer contact volumes across all channels
• Build efficient schedules for a multi-skilled team
• Align staffing plans with service targets and budgets
• Spot trends, solve planning challenges, and improve processes
• Support innovation through automation and smarter ways of working
• Maintain real-time performance monitoring
• Manage holidays, training, and coaching schedules
• Deliver data-driven insights to optimise team operations

Requirements

• Experience in workforce planning, scheduling, or analytics
• Confidence using tools like PeopleWare (or similar)
• Strong skills in Excel (Power BI is a bonus)
• A sharp eye for trends and a logical approach to problem-solving
• Clear communication — turning numbers into simple, useful insights
• Great organization and time management skills

Qualifications

While not specified, candidates should ideally have:

• Experience in similar roles
• Knowledge of PeopleWare or similar scheduling software
• Proficiency in Excel and Power BI
• Ability to analyze data and turn it into actionable insights
• Strong organizational and time management skills

Skills

• Data analysis
• Scheduling and planning
• Problem-solving
• Communication
• Excel and Power BI proficiency

Benefits

• Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus up to 75% discount on other networks in the UK and Europe.
• Generous Pension Scheme: We top up your contributions by 1.5 times.
• Enhanced Family Benefits: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.
• Cycle to Work Scheme: Save up to 42% on a bike and spread the cost.
• Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered.
• Employee Assistance Programme: 24/7 support for family, lifestyle, and more.
• T training and Career Development: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you’re in.
• Recognition: We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.

Pay

£32,543 per annum

Schedule

37 hours per week