Job Summary
CNT AIT Business & Technology Services Ltd. is seeking an analytical, organised, and detail-oriented Workforce Planning Specialist to join our team in Edinburgh.
As a Workforce Planning Specialist, you will support workforce forecasting, capacity planning, scheduling, staffing analysis, and operational reporting. You will use workforce and workload data to help ensure staffing resources are aligned with anticipated service requirements and business priorities.
You will work closely with operations, customer service, HR, workforce management, finance, and management teams to maintain workforce plans, identify staffing trends, prepare forecasts, and provide practical insights that support operational decision-making.
This position is suitable for candidates with experience in workforce planning, workforce management (WFM), resource planning, forecasting, scheduling, contact centres, BPO, operations analysis, capacity planning, or similar analytical environments.
What You'll Do
- Prepare and maintain short- and medium-term workforce forecasts.
- Analyse historical workload, staffing, productivity, and operational trends.
- Translate workload forecasts into staffing and capacity requirements.
- Maintain workforce plans, staffing models, schedules, and capacity information.
- Compare forecast demand against available workforce capacity.
- Identify potential staffing shortages, overcapacity, and scheduling concerns.
- Analyse actual workload and staffing performance against forecasts.
- Support employee scheduling, shift coverage, leave planning, and resource allocation.
- Monitor schedule adherence, attendance, availability, and other relevant workforce indicators.
- Support intraday and real-time workforce-management activities where required.
- Recommend staffing or scheduling adjustments based on changing workload requirements.
- Support headcount and recruitment planning using workforce forecasts.
- Perform scenario modelling for different workload and staffing assumptions.
- Prepare workforce reports, dashboards, spreadsheets, and management updates.
- Monitor workforce KPIs and identify significant trends or variances.
- Work with operations teams to understand upcoming workload and staffing requirements.
- Coordinate workforce information with HR, recruitment, finance, and management teams.
- Maintain accurate information within approved WFM, scheduling, HR, and reporting systems.
- Support seasonal, campaign-based, project-based, and changing workforce requirements.
- Assist with workforce budgeting and headcount-planning activities where applicable.
- Maintain workforce-planning documentation, assumptions, and procedures.
- Identify recurring scheduling or capacity issues and recommend practical improvements.
- Contribute to continuous improvement of forecasting, scheduling, and workforce-management processes.
Requirements
- Previous experience in workforce planning, workforce management, forecasting, scheduling, resource planning, capacity planning, operations analysis, contact centres, BPO, or a related environment is preferred.
- Strong analytical and numerical abilities.
- Good understanding of workforce forecasting, scheduling, capacity, or resource-planning concepts.
- Strong organisational and time-management skills.
- Comfortable working with large spreadsheets, workforce data, schedules, and reports.
- Good working knowledge of Microsoft Excel or similar spreadsheet applications.
- Familiarity with formulas, pivot tables, lookups, data analysis, or similar Excel functionality is advantageous.
- Ability to identify patterns, trends, variances, and relationships within operational data.
- Strong attention to detail and commitment to data accuracy.
- Good problem-solving and analytical-thinking abilities.
- Ability to manage multiple forecasting, reporting, and planning priorities.
- Good written and verbal communication skills.
- Familiarity with WFM, scheduling, HR, contact-centre, or workforce-reporting platforms is advantageous.
- Experience with Power BI or other reporting and business-intelligence applications is helpful but not essential.
- General understanding of service levels, productivity, occupancy, shrinkage, adherence, or similar workforce metrics is beneficial.
- Ability to explain analytical findings clearly to operational and non-technical stakeholders.
- Comfortable working independently while collaborating across multiple business teams.
- Relevant education, professional training, or equivalent practical experience will be considered.
- Applicants who meet most, but not all, requirements are encouraged to apply.
Why Work With Us
- Develop specialised expertise in workforce planning and workforce analytics.
- Build valuable skills in forecasting, capacity planning, scheduling, reporting, and scenario modelling.
- Work with operational data, workforce-management tools, and business-intelligence platforms.
- Gain exposure to staffing strategy, headcount planning, and operational decision-making.
- Collaborate with operations, HR, recruitment, finance, customer-service, and management professionals.
- Strengthen Excel, data-analysis, reporting, and business-communication capabilities.
- Contribute recommendations that improve staffing efficiency and workforce utilisation.
- Gain experience supporting short-, medium-, and longer-term workforce requirements.
- Participate in workforce-process and reporting improvements.
- Build transferable experience for progression into Senior Workforce Planning Specialist, Senior Workforce Planning Analyst, Workforce Planning Team Leader, Resource Planning Manager, or Workforce Planning Manager positions.
- Work within a professional, collaborative, and inclusive environment.
Pay: £2,750.00-£3,750.00 per month
Benefits:
- Flexitime
- Free fitness classes
- Free parking
- Health & wellbeing programme
- Life insurance
Work Location: In person
