Senior Workforce & Planning Manager Full Time NEW

Ready to revolutionize healthcare, making it faster and more accessible than ever before?How We StartedFounded in 2013 by Dwayne D’Souza, HeliosX was built on a simple but powerful idea: healthcare should be easier to access, faster to receive, and centred around the individual. From day one, we’ve grown without external funding; scaling profitably through technology, disciplined execution, and deep medical expertise. What started as a challenger idea has become one of the most significant healthcare platforms operating globally today.Where We Are NowWe’ve earned the trust of millions of people worldwide through category-leading products and well-known brands, including MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A key driver of our success is vertical integration; we operate our own manufacturing and proprietary products, led by in-house medical teams, researchers, and pharmacists at the top of their fields.In 2025, HeliosX treated more than 1.7 million patients globally and reached £781m in revenue, representing +337% year-on-year growth and cementing our position as the clear market leader in the UK. That growth translates into real-world outcomes: our weight-loss treatments helped patients lose 8.5 million kilograms of excess weight in 2025 alone, contributing to an estimated 1,300 fewer cardiac events. This is growth with measurable, life-changing impact at scale.Today, we operate across four international markets, with successful launches in Germany and Canada and continued expansion in the US. We were also recently recognised in the Sunday Times Top 100 fastest-growing tech companies, further validation of both our momentum and our ambition.Where We’re Going2026 is a step-change year. Our ambition is to reach £1.6bn in revenue, expand from four to eight global markets and significantly broaden our condition and treatment portfolio. Over the coming years, you’ll help shape HeliosX into a truly world-leading healthcare partner; one that combines scale, speed, and clinical rigour to redefine how personalised care is delivered. Joining HeliosX now means building systems, teams, and products that will define the next decade of digital healthcare, and doing work that genuinely improves lives, at global scale.There’s never been a more exciting time to join HeliosX. Come be a part of making our dream of easier and faster healthcare a reality!HeliosX is hiring a Senior Workforce Manager to own the planning and insights engine for our global Customer Service function. Bringing together Workforce Management, forecasting, capacity planning, scheduling and real-time, with CS Analytics & Insights.You’ll make sure staffing decisions, performance reporting & operational insight are all grounded in robust data. Supporting a multi-site, multi-brand operation across the UK & international markets, you’ll be the single source of truth that CS leadership, the Leadership Team & our BPO partners act on. With a new WFM platform & a maturing analytics layer both in flight, this is the role that defines how planning & insights operate at HeliosX through our next phase of growth.What You’ll Be DoingOwn short, mid & long-term volume forecasts across all markets, channels & queues, balancing accuracy with operational pragmatismBuild capacity plans that align staffing to demand, accounting for shrinkage, seasonality, ramp times, AI deflection & business initiatives.Partner with Finance, CS Leadership & BPO Vendor Management to ensure headcount plans meet service level, cost & CX targets.Lead scenario modelling, capacity risk analysis & cost-impact assessments to inform operational & strategic decisions.Own the operational reporting layer: SLA, FRT, AHT, adherence & productivity across all brands and markets.Establish a single source of truth across Intercom, Metabase & internal data sources, resolving discrepancies the business can trust.Own the CSAT, VoC & Trustpilot reporting framework, surfacing root causes & recommending interventions with CS Leadership.Produce regular & ad-hoc executive readouts that translate operational data into clear, actionable insight for ELT-level audiences.Partner with Operations & professional services to design, configure & roll out the new WFM platform to best practice.Define & embed the processes, governance & operating model for the Planning & Insights function as it scales, acting as a visible AI adopter throughout.What You’ll Bring To The RoleDemonstrable experience leading WFM for a multi-site, multi-market operation (BPO and/or in-house), with full ownership of forecasting, capacity, scheduling & real-time.A track record of building or significantly maturing CS analytics, performance reporting or insights functions, ideally including exec-level reporting.Hands-on experience implementing or significantly upgrading a WFM platform (e.g. Verint, NICE, injixo, Playvox, Tymeshift).Strong working knowledge of CS data tooling: Intercom, Metabase, Hex or comparableAdvanced analytical skills across Excel/Sheets, BI tooling & increasingly AI-augmented workflows, with strong data storytelling for every level from frontline ops to ELT.Experience operating alongside BPO partners & managing the planning & performance interface with them.A strategic, proactive problem-solver who is credible at ELT level, comfortable with ambiguity & resilient under pressure during peak periods & rapid change.Genuine AI fluency: Using AI tooling thoughtfully in your own work & comfortable championing adoption with others.Exposure to regulated industries (healthtech, healthcare, telemedicine, fintech) is a bonus.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. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission – but we need more talented folks to join us, if we want to achieve our global ambitions!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 coverPension schemeEnhanced parental leaveCycle-to-work SchemeElectric Car SchemeFree Dermatica and MedExpress products every month, as well as family discountsHome office allowanceAccess to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside audible subscription)