• Lead the development of short-, medium-, and long-term demand forecasts across business units, using statistical modeling and advanced analytics. • Oversee the creation and maintenance of capacity models that align staffing with business objectives, service level goals, and budgetary constraints. • Partner with cross-functional leaders (Finance, Operations, HR, and Product) to integrate business initiatives and external factors into workforce planning assumptions. • Continuously refine processes to improve accuracy, scalability, and transparency. • Lead, coach, and mentor a team of analysts and forecasters/planners, fostering a culture of accountability, innovation, and continuous improvement. • Establish clear goals, KPIs, and professional development plans for team members. • Serve as a key strategic partner to senior leadership, providing insights and recommendations that influence hiring and staffing. • Communicate complex workforce concepts in a clear, compelling way to both technical and non-technical audiences. • Drive continuous improvement by evaluating existing workforce planning processes and introducing automation or technology enhancements where possible. • Deliver regular executive reports and presentations highlighting forecast accuracy, capacity utilization, and workforce efficiency.

• Provide supportive supervision to a team of Transition Navigators, fostering collaboration, growth, and performance excellence • Drive consistent use of HubSpot workflows, sequences, and automated reminders. Monitor deal-board progress, ensure timely follow-ups, and enforce task completion standards. • Help the team meet individual and team enrollment goals. Track performance using KPIs, monitor client outcomes, and set daily and weekly targets for response times, NPS, and task completion. Spot bottlenecks, fix issues quickly, and coach team members to meet or exceed standards. Track retention and follow-up success to ensure families remain engaged and supported. • Ensure escalations are resolved quickly and effectively, maintain high client satisfaction, and track trends in follow-ups, retention, and feedback to continuously improve the family experience. • Ensure staff are confident in tools, policies, and best practices — continuously promoting team growth through feedback, coaching, and structured learning • Partner closely with NeuroNav leadership to resolve operational issues impacting service delivery • Contribute insights to inform improvements in systems, client experience, and organizational strategy

• As a Workforce Manager, you will be responsible for forecasting, capacity planning, service level management, and workforce optimisation. • Perform forecasting activities to anticipate workload and staffing needs. • Define staffing requirements based on forecasted demand. • Adjust schedules and allocate resources effectively to maintain service level targets. • Support internal RTAs in creating shift schedules for both internal and external teams, ensuring robust holiday and operational planning. • Monitor and analyse real-time and historical service level performance across all communication channels (phone and email). • Ensure compliance with established Service Level Agreements (SLAs) and take corrective actions when deviations occur. • Provide feedback on forecasting accuracy and recommend adjustments based on real-time trends. • Develop and maintain detailed reports on service levels, adherence, and related WFM KPIs. • Provide actionable insights and recommendations to improve operational efficiency. • Identify and implement strategies to improve WFM processes to increase relevant KPIs. • Evaluate tools and systems for potential upgrades or new integrations to improve efficiency. • Develop contingency plans for unexpected spikes in customer demand or operational disruptions. • Design and implement strategic plans to address and resolve backlog challenges, ensuring efficient and timely progress toward a “green” status. • Lead the team during critical or high-pressure situations. • Mentor the RTA team, fostering professional growth and engagement. • Set clear goals and expectations to ensure the team consistently meets performance objectives.

• Responsible for planning, managing and monitoring projects in the energy sector • Closely collaborate with clients to define their requirements and ensure transparent communication • Prepare and support steering committee meetings • Independently manage work packages and actively contribute to the success of projects