Job Description

Workforce Planner
Prenton Office (Birkenhead) or Glasgow HQ.
Hybrid work pattern available
Salary from 37,560 per annum
Permanent / Full-time
Help us create a better future, quicker!
The Workforce Planner is responsible for forecasting, scheduling, and real-time monitoring of staffing levels across our 24/7-365 call centre and back-office support teams. This role ensures optimal resource allocation to meet service level agreements (SLAs), customer demand, and operational efficiency targets. The planner will work closely with operations to deliver data-driven workforce strategies that support business continuity and performance.
What you'll be doing

• Design and maintain shift patterns that support 24/7 coverage whilst balancing employee wellbeing and compliance.
• Generate and manage schedules for call centre agents and back-office staff using workforce management tools.
• Co-ordinate leave, training and meeting schedules to minimise service disruption
• Monitor intraday performance and staffing levels, adjusting to meet SLA's
• Provide real-time support to operations teams during unexpected demand spikes or absences
• Produce daily, weekly and monthly reports on staffing, adherence, and performance metrics
• Analyse workforce data to identify trends, risks, and opportunities for optimisation
• Recommend and implement improvements to scheduling, forecasting and workforce systems
• Support change initiatives including new technology rollouts, process redesigns and policy updates
• Produce and maintain process documents for end-to-end planning function including version control sheet and governance.
• Complete regular audits and housekeeping of WFM System ensuring accuracy of data within the system

What you'll bring

• Proven experience in workforce planning within a contact centre or similar 24/7 operational environment
• Strong analytical skills with proficiency in Excel and Workforce Management Software (e.g Nice, Calabrio, Verint)
• Excellent communication and stakeholder management skills
• Ability to work under pressure and adapt changing priorities
• Familiarity with 24/7 shift planning and managing high-volume staffing requirements.
• Experience with back-office planning and multi-channel environments (voice, email, chat).

What's in it for you
As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%.
At ScottishPower, we believe it's the little things we do in life that make a big difference. From helping you look after your family's wellbeing, save for your future and take personal steps for climate action - our benefits are designed to help you do just that - so that you have everything you need to take care of your world - today and tomorrow.
That's why our benefits include:

• 36 days annual leave

• Holiday Purchase - perfect your work/life balance with extra annual leave

• Share Schemes

• Payroll Giving and Charity Matched Funding

• Technology Vouchers - save more and spread the cost of your technology purchases

• Electric Vehicle Schemes - to help you transition to green/clean driving

• Cycle to Work scheme and Public Transport Season Ticket Loans

• Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments

• Life Assurance (4x salary)

• Access to Savesmart financial wellbeing support

• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why SP Energy Networks
SP Energy Networks is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network - connecting infrastructure like wind farms into the electricity system. It's a role that puts us right at the heart of Scotland's ambition to be Net Zero by 2044. And we're taking it very seriously. We're investing
5.5 billion into our transmission network, directly supporting the rapid growth needed in renewable energy. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.
Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you'll fit right in.
We are committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to .
Mobility
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.
IMPORTANT
Advert will close at 23:59 GMT the day before Job Posting End Date below December-5-2025

Skills Required