Workforce Planner - Banking Operations (3 Months)

Workforce Planner - Banking Operations (3 Months)

London, United Kingdom Posted on 02/03/2026

The WorkforcePlanner is responsible for delivering accurate short- and medium-term staffing plans to ensure optimal service levels. The role focuses on forecasting demand, scheduling colleagues, and monitoring real-time performance to ensure customer service targets, regulatory standards, and cost controls are achieved.

Demand Forecasting & Capacity Planning

• Produce daily, weekly, and monthly demand forecasts
• Translate forecasts into staffing requirements using capacity models.
• Plan staffing across multiple channels
• Account for shrinkage factors such as annual leave, sickness, training, and meetings.

Scheduling & Rostering

• Build and maintain colleague rotas inline with forecast demand.
• Optimise shift patterns to balance service levels and colleague wellbeing.
• Ensure compliance with working time regulations and internal policies.
• Manage overtime, temporary staffing, and contractor utilisation.

Real-Time Performance Management

• Monitor intraday performance against KPIs (service level, abandonment rate, AHT).
• Make real-time adjustments to staffing (redeployment, overtime, shift swaps).
• Provide live updates to operational leaders during peak periods or incidents.

Performance Reporting & MI

• Produce daily and weekly performance reports.
• Analyse trends in call volumes, handling times, and productivity.
• Highlight risks to service delivery and recommend corrective actions.
• Support monthly operational reviews with data insights.
• Work closely with Team Leaders and Operations Managers to align resource plans.

Key Metrics (Operational Focus)

• Forecast Accuracy
• Overtime Spend vs Budget

Skills & Experience

• Experience in workforce planning or resource scheduling within an operational banking environment.
• Strong analytical and problem-solving ability.
• Ability to work in a fast-paced operational environment.