CEC Workforce Planner

Job Description

ROLE: Contact Centre Workforce Planner

BUSINESS FUNCTION: Customer and Commercial

SALARY: £32,543

CONTRACT: Full Time

LOCATION: Sheffield Contact Centre

HOURS: 37 per week

At Northern Trains Limited, we don’t just move trains — we keep people connected. And behind every smooth journey is a team making sure the right colleagues are in the right place at the right time.

That’s where you come in.

As a Workforce Planner, you’ll be the engine behind our Customer Experience Centre (CEC), forecasting demand, building smart schedules, and keeping operations running like clockwork for around 100 colleagues.

Using PeopleWare, you’ll:

• Forecast customer contact volumes across all channels
• Build efficient schedules for a multi-skilled team
• Align staffing plans with service targets and budgets
• Spot trends, solve planning challenges, and improve processes
• Support innovation through automation and smarter ways of working
• Monitor real-time performance and keep everything on track
• Manage holidays, training, and coaching schedules
• Deliver data-driven insights to optimise how our teams work

WHAT YOU’LL BRING

We’re looking for someone who enjoys making sense of data and turning it into action:

• Experience in workforce planning, scheduling, or analytics
• Confidence using tools like PeopleWare (or similar)
• Strong skills in Excel (Power BI is a bonus)
• A sharp eye for trends and a logical approach to problem-solving
• Clear communication — turning numbers into simple, useful insights
• Great organisation and time management

What’s in it for you?

At Northern, we don’t just value our people - we go the extra mile to support them. Here’s a taste of what you can look forward to:

Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus up to 75% discount on other networks in the UK and Europe.

GenerousPension Scheme: We top up your contributions by 1.5 times

Enhanced Family Benefits: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.

Cycle to Work Scheme: Save up to 42% on a bike and spread the cost.

Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered.

Employee Assistance Programme: 24/7 support for family, lifestyle, and more.

Training and Career Development: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you’re in.

Recognition: We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.

Why Northern?

We’re more than just a train operator. We’re the heartbeat of the North – connecting communities, creating opportunities, and driving sustainable growth. With 2,500 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment.

Back in 1825, the first passenger train set off in the North of England, after which rail quickly spread across the globe – and this year, we’re celebrating 200 years of the modern railway. As we look back on the historic events that led us here, we also look towards the future as we move into the era of Great British Rail. Join us at this pivotal moment in rail history and play your part in our journey.

A place for everyone

The best journeys happen when everyone feels welcome on board.

At Northern, we don’t just move people from A to B – we’re building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that’s something you need. We’re also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview.

We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and a medical assessment.

No matter your background, experience, or whether you call it a bap, barm, or cob… there’s a place for you here in the railway.