Workforce Management Planner

Base Location: Perth or Portsmouth

Salary: £54,952 - £64,738 + a range of benefits to support your finances, wellbeing and family.

Working Pattern: Permanent | Full Time | Flexible First options available - hybrid working

The role

We're looking for a Lead Workforce Management Planner to shape the future of planning within our Customer Service Directorate.

In this key role, you'll be the subject matter expert for Amazon Connect, leading scheduling, forecasting, and capacity planning in the fast-paced world of a Distribution Network Operator (DNO).

You'll play a vital part in improving customer experience, streamlining operations, cutting delays—and driving smarter, more efficient ways of working.

You will

• Strategic Workforce Planning: Design and implement workforce strategies that align with business goals and meet UK regulatory standards.

• Amazon Connect Expertise: Lead the deployment and optimisation of Amazon Connect for efficient scheduling and workforce management.

• Capacity Planning & Forecasting: Use data-driven approaches to predict demand, manage staffing levels, and set clear KPIs to measure performance.

• Process Optimisation: Continuously review and improve planning processes to increase efficiency and reduce operational gaps.

• Team Leadership: Develop and support a high-performing planning team, encouraging innovation, collaboration, and continuous growth.

You have

• Workforce Management Expertise: Proven experience in scheduling, forecasting, capacity planning, and leading high-performing resource management teams.

• Operational & Technical Knowledge: Strong background in live contact centre operations, with hands-on expertise in Amazon Connect or a similar cloud-based contact centre solutions

• Data & Analytics Proficiency: Skilled in using forecasting tools and BI platforms like Power BI and Tableau to drive performance and insights.

• Change & Compliance Management: Experience delivering process and system changes in dynamic environments, with solid understanding of workforce regulations such as working time directives.

• Strong Interpersonal Skills: Excellent communicator with high attention to detail, capable of managing multiple priorities and collaborating across teams.

About SSE 

SSE has a bold ambition – to be a leading energy company in a net zero world. We're investing around £10 million a day in homegrown energy to help power a cleaner, more secure future. Our investment will see us build the world's largest offshore wind farm and transform the grid to deliver greener electricity to millions.

SSEN Distribution, part of the wider SSE group, powers 3.9 million UK homes and businesses. Our team of more than 4,200 skilled engineers, customer service advisors and energy experts keep customers connected to a safe, reliable supply of electricity while investing in and developing the flexible networks needed for our low carbon future. 

Flexible benefits to fit your life 

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave. 

Work with an equal opportunity employer 

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. please contact kim.annink@sse.com / 01738 344051 to discuss how we can support you. 

We're dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry. 

Ready to apply? 

Start your online application using the Apply Now box on this page. We only accept applications made online. We'll be in touch after the closing date to let you know if we'll be taking your application further. If you're offered a role with SSE, you'll need to complete a criminality check and a credit check before you start work. 

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