Teams at McMillan Shakespeare

Own the performance, stability, availability, and scalability of enterprise databases. Responsibilities include query optimization, indexing, performance tuning, data modeling, production support, incident resolution, root-cause analysis, and embedding database best practices across engineering and DevOps teams. The role requires deep SQL Server and Azure data services expertise in complex, high-volume corporate environments.

Leads workforce forecasting, analytics, and capacity planning across contact center and processing operations. Builds and improves demand forecasts, staffing models, scenario analyses, and capacity frameworks. Provides visibility into staffing needs, service risks, costs, and operational trade-offs. Owns workforce planning assumptions, data definitions, analytics standards, and reporting requirements while translating complex data into actionable recommendations for operational and non-technical stakeholders.

Leads workforce planning and optimisation across multiple brands and operational channels. Responsibilities include forecasting, scheduling, capacity planning, workforce governance, reporting, automation, budget and FTE planning, performance improvement, and WFM system maturity. The role manages and develops a workforce planning team while aligning workforce supply and capability with customer demand, service commitments, and business objectives.