Affinity Water
Workforce Management Manager
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Workforce Management Manager
Workforce Management Manager
Affinity Water are looking for an experienced Workforce Management Manager to lead workforce planning, forecasting, resource optimisation, and contact centre technology across our Customer Experience function.
This is a key leadership role where you'll ensure we have the right people, processes, and technology in place to deliver exceptional customer service while driving efficiency and performance across a multi-channel operation.
About the Role
As Workforce Management Manager, you'll lead the end-to-end workforce management function, supporting approximately 250 frontline advisors and operational teams. Your responsibilities will span forecasting customer demand, developing resourcing strategies, optimising schedules and real-time performance, and overseeing our real-time contact and telephony platform.
Key Responsibilities
- Leading workforce forecasting and planning across short-, medium-, and long-term horizons.
- Developing resource strategies aligned to business objectives, budgets, and customer demand.
- Managing scheduling, capacity planning, and real-time operational performance.
- Overseeing customer contact flows across voice, digital, self-service, and back-office channels.
- Owning and leading optimisation of workforce management systems, telephony platforms, IVR, contact centre technology, and digital channels.
- Producing insightful reporting and analytics to support data-driven decision-making.
- Driving continuous improvement, automation, and operational efficiency initiatives.
- Managing and developing a high-performing team across workforce planning, real-time analytics, and contact centre technologies.
- Building strong relationships with operational leaders, HR, Finance, Technology teams, and external suppliers.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
What We’re Looking For
We’re seeking a commercially aware and analytical leader who can translate complex data into practical operational solutions. You’ll bring:
- Proven experience in workforce management, resource planning, forecasting, or operational planning within a contact centre or customer operations environment.
- Experience owning or leading telephony platforms.
- Strong experience managing workforce management systems (e.g., Verint, NICE, Calabrio).
- Expertise in forecasting, capacity planning, scheduling, and workforce optimisation.
- Excellent analytical skills with the ability to interpret large and complex data sets.
- Strong stakeholder management and influencing skills.
- Experience leading and developing specialist planning, analytics, or operational support teams.
- A proactive and solution-focused approach with a passion for continuous improvement.
- Excellent communication and presentation skills.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
For the full job description, contact Kerry Porter at kerry.porter@affinitywater.co.uk.
Application closes: Friday, 31st July
Benefits
- Salary: £55,000 (dependent on skills and experience)
- Stand By Rotation: 1 in 7
- Learning & Development: Mentoring, formal courses, and open learning resources
- Annual Bonus Scheme
- Annual Leave: 26–30 days (rising with service) + option to purchase up to 5 extra days
- Celebration Day (in addition to public holidays) for religious or cultural observances
- Generous ‘Double Match’ Pension Scheme (company contribution capped at 12%)
- Family Benefits: Enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave, and up to 5 full or 10 half days of paid Carers Leave
- Support Policies: Menopause Policy and Reasonable Adjustment Policy
- Wellbeing Centre for physical and mental health support
- Discounts: Tap4Perks (retail outlets, dental, and medical insurance)
- Community Volunteering: Up to 4 Affinity days per year
- Life Assurance
- Disability Confident (committed to interviewing eligible disabled candidates)
Affinity Water recognises the value of diversity and inclusion, aiming to create a workplace where everyone can thrive.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills