Hybrid - London Area

Why work for us?

This is a pivotal moment for Premium Credit as we continue to scale our operations and invest heavily in digital transformation. We are hiring a Workforce Planning Manager to lead the evolution of our workforce planning capability across our Operational teams, including our contact centre and back‑office teams.

This is a unique opportunity to shape a workforce planning function, working with modern WFM tools, data‑driven modelling approaches and operational leaders who are committed to continuous improvement.

We invest in, recognise and reward our people. You’ll join a supportive, collaborative culture where your expertise will directly influence service performance, operational efficiency, and long‑term business outcomes.

What we offer:

Competitive salary (dependent on experience)

Hybrid working with collaborative days in our London area office

25 days holiday (+ bank holidays), with buy/sell options

Private health & dental cover

Workplace pension scheme

Investment in your professional development

24/7 Employee Assistance Programme & Mental Health First Aiders

The Role:

Reporting to the Head of Operational Excellence, you will be responsible for leading the strategic direction, governance and delivery of Workforce Planning across Operations.

You will own long‑ and short‑term forecasting, demand and capacity modelling, resource budgeting, and operational planning cycles across all our Operational teams. Using a combination of data‑driven insights, scenario modelling and industry‑leading WFM tooling, you will ensure our resources are deployed effectively to meet customer demand, SLA expectations, and business growth.

You will partner closely with Operational Leaders, Finance and HR to influence decisions on workforce strategy, resource investment, and operational design.

What you’ll be doing

• Strategic Workforce Planning: Lead the development of long‑range and annual workforce plans aligned to business strategy and growth forecasts, ensuring they drive outstanding Customer and Partner experiences, service levels, and enable efficient, scalable operational performance.

• Demand, Capacity & Resource Modelling: Own the end‑to‑end forecasting process for Contact Centre and back‑office operations. Build advanced models incorporating seasonality, arrival patterns, operational constraints, and scenario planning. Monitor and refine KPIs relating to resource efficiency, utilisation, and service performance

• Operational Tooling & Data: Leverage our WFM platform (Calabrio) and CCaaS tooling (NICE CXone) to enhance planning accuracy, drive optimisation of WFM systems whilst maintaining awareness of WFM best practice, AI advancements, tooling evolution, and industry standards.

• Budgeting & Financial Planning: Collaborate with Finance to develop workforce budgets and conduct monthly supply/demand reviews. Track actual vs. forecast, ensuring alignment with operational and commercial targets. Assess and track change benefits related to workforce initiatives

• Leadership & Collaboration: Provide leadership to a Workforce Planner, developing capability and ensuring high‑quality outputs. Engage operational managers to build WFM understanding and drive a data‑led planning culture. Facilitate cross‑functional discussions on resource allocation, performance, and future needs

Who we’re looking for

You will thrive here if you enjoy working in a fast‑paced, changing environment, collaborating across teams and leveraging analytics to drive operational outcomes.

To be successful in this role, you will bring:

• Experience & Expertise: Proven experience in senior operational workforce planning, resource modelling, and capacity management. Hands‑on experience using WFM tools such as Calabrio and CCaaS platforms such as NICE CXone. Strong analytical capability with advanced proficiency in data modelling tools. Experience building “what‑if” scenarios, sensitivity analysis and operational planning models

• Skills & Behaviours: Excellent problem‑solving with strong commercial awareness. Ability to present complex data to non‑technical audiences. Skilled at influencing stakeholders and leading planning conversations. Experience in change management and embedding continuous improvement. A proactive, solutions‑focused mindset with a passion for operational performance

If you're ready to build a leading Workforce Planning function, shape operational strategy, and deliver measurable impact across our organisation, we’d love to hear from you.

We are committed to providing reasonable adjustments or accommodations for applicants, so if you need assistance or support during the recruitment process, please let us know on the application form or by sending an email to recruitment@pcl.co.uk

If you are made an offer of employment you will be required to prove your eligibility to work in the UK before you start work. You must reside in the UK from the start date of this role; unfortunately we are unable to provide visa sponsorship at this time.

To ensure you can work from home efficiently you will be asked to provide your internet speed at the application stage.

Premium Credit are an equal opportunities employer with a strong and passionate commitment to Diversity, Equality and Inclusion in the workplace. We welcome applications from all sections of the community and encourage people from all backgrounds to apply. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be. We are open to part-time working and job share.

By submitting your application, you agree that Premium Credit may collect your personal data for recruiting and related purposes. To view our Privacy Notice please go to: https://www.premiumcredit.com/Recruitment-privacy-notice

All postholders will be subject to appropriate pre-employment vetting procedures and a satisfactory Disclosure & Barring Service (DBS) check prior to appointment.

So, if role appeals to you and you’re looking to join an industry-leading organisation, please apply. Excited but not sure you tick every box? Research tells us that women, particularly, feel this way. So, regardless of gender, why not apply? And if you’re in a job share just apply as a pair. We look forward to hearing from you.

Please note, we reserve the right to close this vacancy early if we identify a number of suitable candidates. All applicants will be advised if the vacancy closes early.

We are not engaging agency support for this role and respectfully ask that agencies do not submit unsolicited candidate details to Premium Credit Limited in relation to this role.