HeliosX Group
Senior Workforce & Planning Manager
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Senior Workforce Manager
HeliosX is hiring a Senior Workforce Manager to own the planning and insights engine for our global Customer Service function. Bringing together Workforce Management, forecasting, capacity planning, scheduling, and real-time, with CS Analytics & Insights,
You'll make sure staffing decisions, performance reporting, and operational insight are all grounded in robust data. Supporting a multi-site, multi-brand operation across the UK and international markets, you'll be the single source of truth that CS leadership, the Leadership Team, and our BPO partners act on. With a new WFM platform and a maturing analytics layer both in flight, this is the role that defines how planning and insights operate at HeliosX through our next phase of growth.
What you’ll be doing:
- Own short-, mid- and long-term volume forecasts across all markets, channels, and queues, balancing accuracy with operational pragmatism.
- Build capacity plans that align staffing to demand, accounting for shrinkage, seasonality, ramp times, AI deflection, and business initiatives.
- Partner with Finance, CS Leadership, and BPO Vendor Management to ensure headcount plans meet service level, cost, and CX targets.
- Lead scenario modelling, capacity risk analysis, and cost-impact assessments to inform operational and strategic decisions.
- Own the operational reporting layer: SLA, FRT, AHT, adherence, and productivity — across all brands and markets.
- Establish a single source of truth across Intercom, Metabase, and internal data sources, resolving discrepancies the business can trust.
- Own the CSAT, VoC, and Trustpilot reporting framework, surfacing root causes, and recommending interventions with CS Leadership.
- Produce regular and ad-hoc executive readouts that translate operational data into clear, actionable insight for ELT-level audiences.
- Partner with Operations and professional services to design, configure, and roll out the new WFM platform to best practice.
- Define and embed the processes, governance, and operating model for the Planning & Insights function as it scales — acting as a visible AI adopter throughout.
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What you'll bring to the role:
- Demonstrable experience leading WFM for a multi-site, multi-market operation (BPO and/or in-house), with full ownership of forecasting, capacity, scheduling, and real-time.
- A track record of building or significantly maturing CS analytics, performance reporting, or insights functions, ideally including exec-level reporting.
- Hands-on experience implementing or significantly upgrading a WFM platform (e.g., Verint, NICE, injixo, Playvox, Tymeshift).
- Strong working knowledge of CS data tooling — Intercom, Metabase, Hex, or comparable — and the discipline to maintain reporting integrity across them.
- Advanced analytical skills across Excel/Sheets, BI tooling, and increasingly AI-augmented workflows, with strong data storytelling for every level from frontline ops to ELT.
- Experience operating alongside BPO partners and managing the planning and performance interface with them.
- A strategic, proactive problem-solver who is credible at ELT level, comfortable with ambiguity, and resilient under pressure during peak periods and rapid change.
- Genuine AI fluency — using AI tooling thoughtfully in your own work and comfortable championing adoption with others. Exposure to regulated industries (healthtech, healthcare, telemedicine, fintech) is a bonus.
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Why work with us?
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
- Pension scheme
- Enhanced parental leave
- Cycle-to-work Scheme
- Electric Car Scheme
- Free Dermatica and MedExpress products every month, as well as family discounts
- Home office allowance
- Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside audible subscription)
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