{"id":1584560,"url":"https://alion.io/job/citb-workforce-planning-and-performance-lead-contact-centre-operations","title":"Workforce Planning and Performance Lead (Contact Centre Operations)","company":{"id":1778948,"name":"CITB","domain":"citb.co.uk","url":"https://alion.io/company/citb","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":null},"role":"HR","role_family":"HR","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Norfolk, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":42642,"max":null,"currency":"GBP","period":"year","gross":null,"usd_annual":57047},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-01T13:45:38Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-24T20:37:49Z","board_verified":true,"closed_at":null,"days_open":23,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":23},"description":"Workforce Planning and Performance Lead (Contact Centre Operations)\nHours of Work: Full-time (35 hours per week)\nContract: Permanent\nGrade: SC2\nTarget Salary: £42,642\nLocation: Bircham or Peterborough - 2-3 days a week on site\nCITB aims to lead the construction sector by example to ensure fairness, inclusion and respect for all. We seek to develop an organisation which reflects Britain’s diverse population and our main objective is to create a culture that enables our customers to strive towards an organisational community that is reflective of today’s society.\nAbout the Role\nAs a Workforce Planning and Performance Lead, you will be responsible for ensuring that resources are allocated and scheduled in a timely and efficient manner across the operation, for the entirety of its service provision and resource pool. Providing accurate forecasting of contact volumes and processing volumes, ensuring that resource level meet demand to achieve service level agreements (SLAs).\nYou will also be responsible for providing analytical output and insight through the production and use of data for robust resource planning and management information within the Customer Operations team.\nWhat you’ll be doing:\n1. Workforce Planning\nYou'll lead the planning that keeps our operation running smoothly and efficiently.\nBuild, develop and maintain a workforce planning model that delivers the most effective forecasting of resource requirements across the operation. \nProduce and maintain reports to show current staffing levels, work patterns and attendance by skill set across Customer Operations, as well as future forecasting and expectations for ongoing plans \nBuild strong relationships with other CITB Teams (incl. Product and Communications and Marketing teams) to understand their plans and actions that may impact resource planning assumptions \nProduce and communicate weekly/monthly resource planning data to relevant teams \nAnalyse current and historical data, forecasting projections, seasonal trends, and monitor real-time performance. Making recommendations to the Customer operation management team as appropriate \n2. Performance Reporting\nYou'll turn data into meaningful insight that drives better decision-making.\nLead on the delivery of management information (MI) reports and dashboards, working with the Customer Operations management team and their stakeholders to define robust MI underpinned by agreed service levels for each of the product and service areas. \nEnsure positive relationships are built with managers across Customer Operations to ensure that managers’ data needs are captured and managers are supported in interpreting data \nWork in conjunction with the DDaT team to put in place automation and self-service mechanisms for the operational team.\n3. Service Delivery and Continuous Improvement\nYou'll help shape how we continuously improve our service for customers and colleagues.\nSupport the Team Leaders with input on service delivery to optimise productivity and customer experience. \nMonitor and analyse reports, identifying trends and using data and insights to make recommendations for continuous improvement \nUse up to data resource data and industry best practice to inform the operation of any emerging issues to mitigate risks to the operation\nWhat we’re looking for:\nWe're looking for someone who combines analytical expertise with strong communication and stakeholder management skills.\nEssential:\nWorkforce Management (WFM) fundamentals for effective resource scheduling \nAdvanced Excel skills and the ability to load data into databases and interrogate data accordingly \nExtensive experience in data analysis, collating MI requirements against agreed service levels and operational KPIs, reporting and process improvement \nAbility to produce and interpret MI reports and present to all levels of management \nExcellent interpersonal skills with the ability to communicate at all levels across the organisation\nDesirable\nEducated to A-level standard, or equivalent standard in a ICT related discipline or with significant alternative experience \nUser of a mainstream Workforce Management (WFM) Tool for schedule creation \nExperience of contact centre real time management using a wide range of forecasting tools and approaches\nExperience of working in a planning department and utilising planning tools within a customer service or contact centre setting\nOther Requirements\nCompliance checks to be completed in line with the Safer Recruitment Policy, depending upon location\nRole could be identified as ‘Incidental’ contact and will require Disclosure & Barring services (DBS) checks\nCompliance with CITB working arrangements policy\nAbility to travel across CITB locations, and occasional wider travel as required.\nThe post may require some working of non-standard hours as workload dictates\nWhy join CITB?\nFree onsite lunch at NCC sites\nSubsidised Costa Coffee on site at NCC Bircham \nFree onsite parking \nFree onsite gym at Bircham Newton\n25 days holiday + bank holidays \n3 additional days Christmas shutdown \nGenerous pension scheme (up to 9% employer contribution) \nLife assurance (4x salary) \n2 paid volunteering days per year \nProfessional development & funded training qualifications \nEmployee Assistance Programme \nBe part of a respected organisation shaping the future of UK construction\nClosing Date\nPlease note that we reserve the right to close the vacancy prior to the stated closing date. Applications will be reviewed on an ongoing basis, therefore early applications are encouraged to avoid disappointment.\nSafer Recruitment - Incidental\nCITB is committed to safeguarding and promoting the welfare of vulnerable adults, children and young people. Candidates must be willing to undergo the requisite pre-employment vetting checks and procedures, including checks with past employers and the Disclosure and Barring Service . A basic DBS is required for this post.\nDuring the shortlisting process, CITB may consider carrying out an online search on shortlisted candidates as part of its due diligence.\nArtificial Intelligence\nArtificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.","description_format":"text","description_chars":6521,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Paid volunteering days","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Vocational Education","Standards & Industry Bodies"],"lifecycle":[{"event":"open","at":"2026-10-01T13:58:54Z"},{"event":"close","at":"2026-10-22T19:58:17Z"},{"event":"reopen","at":"2026-10-23T09:41:13Z"}],"visa":[],"liveness":{"score":37,"band":"fade","label":"Fading","p_open":1,"p_active":0.679,"p_room":0.55,"age_days":22,"expected_fill_days":19,"reasons":["conf:4","win:tail"],"computed_at":"2026-10-24T06:02:35Z"},"pay":{"stated_usd_annual":57047,"is_top_pay":false},"html_url":"https://alion.io/job/citb-workforce-planning-and-performance-lead-contact-centre-operations","json_url":"https://alion.io/job/citb-workforce-planning-and-performance-lead-contact-centre-operations.json","meta":{"generated_at":"2026-10-25T03:44:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4870,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1778948},"rest":"https://alion.io/mcp/rest/get_company?id=1778948"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcitb-workforce-planning-and-performance-lead-contact-centre-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcitb-workforce-planning-and-performance-lead-contact-centre-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcitb-workforce-planning-and-performance-lead-contact-centre-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/citb-workforce-planning-and-performance-lead-contact-centre-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcitb-workforce-planning-and-performance-lead-contact-centre-operations"}]}