Workforce Planning Manager
Collins McNicholas Recruitment & HR Services Group
Longford, County Longford, Ireland (Hybrid) · Full Time
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- Experience
- 3+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 3 days ago
Where you'll work
Job description
Role overview
A growing technology-focused business is looking for a Workforce Planning & Analytics Manager to join its Operations function. This position offers the chance to take end-to-end ownership of workforce planning, forecasting, scheduling, and operational reporting within a multi-channel customer support setting.
The role is central to making sure the organisation has the right people in the right place at the right time to respond to customer demand, while also improving efficiency and service delivery. This is a permanent opportunity based in Longford, County Longford, with hybrid working from the Longford office.
Key responsibilities
- Oversee workforce planning and capacity management across customer support operations.
- Build short-term and long-range staffing forecasts along with resource plans.
- Review operational data and trends to strengthen forecasting precision.
- Design, update, and manage workforce schedules and staffing models.
- Track service levels, workforce performance, and operational KPIs.
- Prepare recurring reports and actionable insights for leadership teams.
- Spot opportunities to enhance processes, reporting quality, and operational efficiency.
- Partner with Operations, Customer Success, and senior stakeholders to help support continued business expansion.
Candidate profile
- At least 3 years of experience in Workforce Planning, Workforce Management, Resource Planning, Capacity Planning, or Contact Centre Analytics.
- Proven hands-on experience with forecasting, scheduling, and workforce planning.
- Strong Excel capability and solid analytical thinking.
- Exposure to Workforce Management platforms such as NICE, Verint, Calabrio, Assembled, or equivalent tools.
- Ability to translate data into practical recommendations and business insight.
- Confident communication and stakeholder management skills.
- Background in fintech, technology, SaaS, cybersecurity, or financial services.
- Experience with reporting tools such as Power BI, Tableau, or similar solutions.
- Working knowledge of Zendesk, Salesforce Service Cloud, or comparable platforms.
Additional information
This is a permanent full-time position. The role is hybrid, with work linked to the Longford office in Ireland.
Contact
For a confidential discussion or more information about this Workforce Planner opportunity, please contact Michelle Miley on 090 6450667 or by email at michelle.miley@collinsmcnicholas.ie.