Planning Manager

Key Responsibilities

• Own the end-to-end Workforce Management (WFM) cycle, including forecasting, capacity planning, scheduling, real-time management, and reporting.
• Lead and develop the WFM team, ensuring they operate with best-practice processes, high accuracy, and strong business partnering.
• Drive continuous improvement across WFM processes, tools, and methodologies.

• Work closely with the Head of Operations to ensure staffing and planning align with service goals, seasonality, product changes, and demand patterns.
• Provide clear risk assessments, recommendations, and data-driven insights to senior CS leadership.

• Strengthen operational control on the ground by ensuring accurate intraday management, adherence tracking, and proactive response to performance risks.
• Establish consistent performance governance across in-house and outsourced operations.

• Act as the planning lead for external BPO providers, ensuring they follow DAZN’s planning and performance frameworks.
• Embed consistent forecasting approaches, agreed SLAs expectations, and real-time alignment across all partners.
• Ensure data accuracy and process standardisation across suppliers.

• Drive long-term capacity modelling to support CS scaling, product launches, and market growth.
• Improve forecasting accuracy and support meetings such as QBRs, MBRs, and performance reviews.
• Deliver planning insights that inform cost optimisation, service level improvement, and operational efficiency.

Skills, Knowledge & Expertise

• Proven experience in Workforce Management or capacity planning for a large, multi-site customer service organisation.
• Strong stakeholder engagement skills, with experience influencing operations, HR/people teams, and senior leadership.
• Experience managing planning across internal and third-party BPO environments.
• Deep understanding of forecasting models, scheduling principles, and real-time performance control.
• Advanced analytical capability and proficiency in WFM systems and tools.
• Ability to operate autonomously, owning processes and making informed recommendations.

• Experience within subscription, streaming, or high-growth digital environments.
• Knowledge of intraday optimisation techniques and modern WFM technologies.
• Previous leadership of a multi-location WFM team.