Workforce Planning Lead

This role requires physical presence across both our Luton & London sites and could be based from either.

At Bionic, we're making life radically easier for small business owners. We’re building a one-stop shop for business essentials that’s powered by smart technology and world class human service giving them an experience so good that they trust Bionic to sort all their business needs for them. 

The role 

As the Workforce Planning Lead you will be accountable for overseeing and determining the required resourcing and space requirements for all teams across Inbound, Outbound, Renewals, Customer service and Complaints, ensuring that shifts are aligned to sales/service demand and in a profitable resourcing model. The role is responsible for ensuring service standards are maintained and exceeded where possible. 

Role Responsibilities 

Reporting to the Operations Director, you will be responsible for: 

• Manage and develop forecasting and planning documentation and tools, preparing forecasts and budgets in collaboration with commercial leads for customer facing and non-customer facing workloads.  

• Monitor demand against forecast and provide oversight to forecast deviance and impacts  

• Monitor intra-day demand and propose effective resourcing and capacity levers across locations  

• Influence recruitment recommendation and identify opportunities for future cross-skilling to deliver further optimisation opportunities  

• Support the shift from a 100% voice based operation to a multi-channel operation, and resulting impact on resourcing levels 

• Collaboration with the People and Change team to model attrition, future changes and resource shift requirements  

• Deliver effective & accurate reports against key performance indicators (KPIs) relating to workforce and performance (opps per individual for example)  

• Manage and develop the workforce management tool, liaising with technologies teams  

• Management of shrinkage and holidays 

Essential Skills & Experience 

• Good level of experience in a workforce management role within contact centre/Sales environments  
• Familiarity with workforce management and planning tools and their successful implementation

• Expert Excel skills for modelling and scenario planning  

• Knowledge of BI systems and reporting suites (Tableau)  

• High level of mathematical skill 
• Experience in planning multi-site customer facing centres 

• Knowledge of dialler technologies and their impact on forecasting/resourcing models  
• Experience in supporting introduction of new channels (ASM) and the impact on forecasting/resources 

• Good communication and presentation skills 

• Strong level of reporting and analytical capabilities 

Desirable Skills & Experience 

• Workforce management accreditation  

• SQL and Tableau experience  

• Salesforce/AWS Workforce management experience 
• Experience in operations supported by Virtual Agents (Chatbots)

The interview process 

• Initial conversation with the Talent Acquisition Lead
• 1st stage Teams interview with the Hiring Manager
• 2nd stage Technical & Behavioural skills, and experience-based interview with the Hiring Manager and a wider team member.    

About Bionic Group 

Bionic has over 700 people working across three office locations and four businesses; Bionic - London, Bionic Outbound – Luton, Think Business Loans – Chelmsford, and Smart – Field based agents. 

We have a high energy work environment wherever the location; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration, creativity and fun! We’re one team, we get stuck in, we roll our sleeves up and we care about helping each other out wherever we can. We set the highest standards and show up every day to be the best version of ourselves. 

Working at Bionic means provides you many opportunities to advance your career, with incredible progression, recognition, and reward. 

Benefits 

We know that our employees are what sets us aside from our competitors, our benefits are just part of the way we say thanks. 

Enhance your health & wellbeing 🌱 

• Private healthcare cover 

• Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies 

• Eyecare scheme 

Taking time away from work 🏖️ 

• 25 days annual leave plus the 8 UK bank holidays, increasing with tenure 

• 1 paid family/religious day of leave per year - following successful probation period 

• 1 paid charity volunteering day per year 

• Option to buy/sell up to an additional 3 days leave per year 

 Family matters: for the special moments 🏠 

• Enhanced maternity, paternity or shared parental leave 

• 2 days off for your wedding upon joining, and up to 5 days after 2 years' service 

• Flexible working options & a hybrid work approach 

Financial wellbeing 💸 

• Auto-enrolled salary sacrifice pension scheme  

• Life assurance 

• Season ticket Loans, salary advances & loans to buy/rent a home – based on tenure 

• Cycle to work scheme 

Recognition 🌟 

• Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success 

• Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition  

• Long service awards