Role: Workforce Manager
Advertised by: HeliosX
Location: England
Closing Date: 2nd April 2026

We’re hiring our first Workforce Management Manager (WFM) to build and embed WFM across HeliosX Customer Service. You’ll own forecasting, capacity planning and scheduling across multiple markets and a blended operation (in-house + BPO, ~200–400 FTE), ensuring we have the right coverage, skills & cost base to deliver a consistently great customer experience.

With our WFM platform currently being implemented, this role is central to establishing the foundations: defining the planning rhythm, building scalable models, partnering with Finance and CS leadership on headcount strategy, and setting the standards for governance, reporting and execution.

What you’ll be doing:

• Own forecasting and capacity planning across markets/channels, turning demand drivers into clear staffing plans (including shrinkage, seasonality, holidays and ramp times)
• Provide scenario modelling and recommendations to CS Leadership and Finance to balance service levels, cost and growth
• Build and maintain optimised multi-country schedules that deliver the right interval coverage and skills while meeting local labour/contract constraints
• Partner with in-house teams and BPOs to improve schedule accuracy, adherence and execution against plan
• Embed workforce plans into hiring, onboarding and training timelines by working closely with HR/Training
• Help implement and embed our WFM platform, establishing the processes, governance and reporting needed to scale

What you'll bring to the role:

• 3–5+ years of Workforce Management leadership experience supporting 200–400 FTE operations
• Background managing multi-site, multi-market WFM operations (BPO and/or in-house).
• Strong understanding of all core WFM disciplines: forecasting, capacity planning, scheduling, and real-time management
• Experience scaling or establishing WFM processes in fast-paced, high-growth environments
• Familiarity with WFM platforms (e.g., Verint, NICE, injixo, Playvox, Tymeshift) and workforce data architecture.
• Experience collaborating with cross-functional teams including CS Ops, Vendor Management, Finance, and Product.
• Exposure to regulated industries (healthtech, healthcare, telemedicine, fintech) is beneficial.

Why work with us?
At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. Aside from working with our all-star team, here are the other benefits of coming on board:

• 25 days holiday plus UK Bank Holidays (excluding two per year)Private health insurance, along with extra dental and eye care cover
• Pension scheme
• Enhanced parental leave
• Cycle-to-work Scheme
• Electric Car Scheme
• Free Dermatica and MedExpress products every month, as well as family discounts
• Home office allowance
• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside audible subscription)

Apply now