Teams at McMillan Shakespeare

Leads workforce forecasting, analytics, and capacity planning across contact center and processing operations. Builds and improves demand forecasts, staffing models, scenario analyses, and capacity frameworks. Provides visibility into staffing needs, service risks, costs, and operational trade-offs. Owns workforce planning assumptions, data definitions, analytics standards, and reporting requirements while translating complex data into actionable recommendations for operational and non-technical stakeholders.

Leads workforce planning and optimisation across multiple brands and operational channels. Responsibilities include forecasting, scheduling, capacity planning, workforce governance, reporting, automation, budget and FTE planning, performance improvement, and WFM system maturity. The role manages and develops a workforce planning team while aligning workforce supply and capability with customer demand, service commitments, and business objectives.

Develop workforce plans, rosters, staffing models, availability frameworks, and contingency plans aligned with forecast demand. Manage leave governance, compliance, workforce capacity, overtime, and roster integrity. Analyze utilization, adherence, coverage, productivity, and workforce risks, providing recommendations to Operations leaders. Partner with Workforce Management teams to improve service delivery, workforce efficiency, planning maturity, and cost outcomes across complex multi-site, multi-channel operations.