[Hiring] Workforce Planning Manager @Spire Healthcare

Role Description

The Workforce Planning Manager – Patient Support Manager is a new role within Spire Healthcare and presents an exciting opportunity to build a new capability within the business. The role reports to the Director of Patient Support Centres and is responsible for leading the end-to-end workforce planning strategy within Spire’s three high-volume Patient Support Centres, supporting Spire Healthcare’s patient booking and access to services.

This role is responsible for delivering end-to-end capacity plans that support the PSC strategic and operational objectives. Operating across a planning horizon of +3 years down to detailed interval-level projections, this role ensures the right resources are in place at the right time to deliver exceptional patient experience, meet service level agreements, and optimise operational efficiency across inbound and outbound contact channels. The Workforce Planning Manager is responsible for monitoring forecast variances in demand and performance, identifying potential issues, and implementing corrective actions to ensure plans remain on track. The role combines strategic oversight with operational leadership, managing forecasting, scheduling, real-time performance, and capacity planning.

Key Responsibilities

• Workforce Planning Strategy
  • Oversee the application, governance and continuous improvement of planning tools, systems and methodologies.
  • Develop and influence capacity and resource strategies across multiple channels and customer journeys.
  • Build long-term capacity plans incorporating seasonal trends, marketing activity, and healthcare demand fluctuations.
  • Partner with senior stakeholders to align workforce plans with service delivery, financial targets, and patient experience goals.
  • Translate complex data sets into clear, concise reports and presentations for senior leaders.
  • Own contingency and risk management planning.
• Forecasting & Capacity Planning
  • Deliver accurate short, medium and long-term contact demand forecasts across all channels.
  • Translate forecasts into robust staffing requirements.
  • Continuously refine forecasting models using data insights, trends, and operational feedback.
  • Support major business transformations by assessing operational impacts and recommending process improvements.
• Scheduling & Optimisation
  • Oversee the creation and delivery of efficient schedules.
  • Ensure effective use of WFM tools and systems to maximise productivity and flexibility.
  • Lead initiatives to improve schedule adherence and intraday performance.
• Real-Time Management
  • Establish best-in-class real-time performance management practices.
  • Monitor live service performance, making data-driven adjustments to staffing and priorities.
  • Implement escalation frameworks to mitigate service risks.
• Leadership & Team Development
  • Lead and develop a team of WFM professionals.
  • Set clear objectives, drive performance, and build a high-performing, data-driven planning function.
  • Foster a culture of continuous improvement, accountability, and collaboration.
• Stakeholder Engagement
  • Act as a senior advisor to Operations, Finance, HR, and Commercial teams.
  • Present insights, risks, and recommendations to executive stakeholders.
  • Influence decision-making through data-led storytelling and clear communication.
• Performance & Continuous Improvement
  • Define and track key WFM KPIs.
  • Identify opportunities for process optimisation, automation, and efficiency gains.
  • Lead transformation initiatives, including system enhancements and new ways of working.

Qualifications

• Mastery of available tools to support a WFP function, including WFM systems, forecasting software, scheduling platforms and automation tools.
• Significant experience in a contact centre or customer operations planning leadership role.
• Proven leadership experience managing WFM teams at a senior level.
• Strong expertise across forecasting, scheduling, and real-time management disciplines.
• Advanced analytical capability with experience interpreting complex datasets.
• Demonstrated experience using WFM platforms (e.g., NICE, Verint, Genesys, or similar).
• Excellent stakeholder management and communication skills.
• Strong financial and commercial acumen.

Requirements

• Experience within healthcare or patient services environments (desirable).
• Understanding of patient pathways, booking processes, or NHS/private healthcare dynamics (desirable).

Benefits

• 35 days annual leave inclusive of bank holidays.
• Employer and employee contributory pension with flexible retirement options.
• ‘Spire for you’ reward platform - discount and cashback for over 1000 retailers.
• Free wellness screening.
• Private medical insurance.
• Life assurance.