Forecasting and Planning Manager

Join us as the Forecast and Planning Manager, ensuring our Global Customer Service team has the right resources to deliver excellent service to customers 24/7. You'll forecast volume requirements by channel, monitor productivity trends and non-productive time. As well as other drivers critical to CS workforce requirements across short, medium and long-term horizons. Leverage Workforce Management tools to achieve consistently effective outputs and continuous improvement. You'll also support the business with operational MI reporting and telephony setup and management.

At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means either attendance at one of our office locations, visiting clients or attending industry events.

What you’ll be doing:

• Forecast and maintain CS resource models (including partner support as required) to support accurate, demand-driven forecasts.
• Conduct trend analysis to translate forecasts into recruitment requirements by area, ensuring optimal resource levels year-round.
• Create ad hoc and bespoke MI reporting from Genesys and keep stakeholders updated on progress and timelines.
• Lead the scheduling of Phones and Non-phone activity across all AGH CS to ensure 24/7 global coverage meets customer demand.
• Oversee the Weekly Handover Report, identify and rectify advanced staffing errors before deployment.
• Coordinate 24/7 global telephony coverage and manage relationships with internal/external partners: support telephony projects with SMEs.
• Identify and implement optimization opportunities across operational dependencies to streamline processes and boost efficiency; upskill the WFM team to expert level.
• Act as escalation point for technical customer contact issues; lead major outages and testing;
• Act in a people management capacity, where required, demonstrating role-model behaviour and business acumen.

Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we’re able to effectively manage interest. Therefore, if you’re interested in joining us at AXA, please don’t hesitate to apply.

We know that some candidates may be discouraged from applying if they don't meet every requirement. If you’re excited by this job and the prospect of working at AXA but you’re not sure you tick every box, we’d still encourage you to apply.

What you’ll bring:

• Expert-level knowledge of long-term capacity planning to forecast demand and resource requirements.
• Proven ability to analyse volume and seasonal patterns to drive recruitment and staffing across areas.
• Expert-level knowledge of Workforce Management systems with high proficiency in WFM tools and analytics.
• Strong relationship management skills with internal and external partners to enable cross-functional collaboration.
• Experienced in MI analysis with the ability to deliver both high-level and granular reports to multiple stakeholders.
• In-depth knowledge of telephony system management; capable of supporting telephony projects and coaching within the WFM remit.
• Advanced data presentation skills, including Excel, with the ability to present insights clearly to senior audiences and think holistically; adaptable and agile.
• Experience in People management is preferable.
• Ability to coach, train and embed subject matter knowledge.

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

What we offer:

At AXA UK, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:

• Competitive annual salary
• Annual company & performance-based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• Private medical cover
• 28 days annual leave plus Bank Holidays
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave
• Wellbeing services & resources
• AXA employee discounts

To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to ruth.tennant@axa-uk.co.uk.

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Who we are:

Proud to be part of the AXA Group, AXA – Global Healthcare specialise in supporting the healthcare needs of globally mobile citizens, around the world. From a routine medical check up to a lengthy hospital stay, individuals and businesses have relied on the global support and protection we offer, for more than 55 years. Today, we support members living in more than 200 countries from our global hubs in the UK, Europe, Asia, India, USA and Middle East.