Are you an experienced Resource Planning Manager with a strong background in forecasting, capacity planning and operational insight? My Client is looking for a confident planning professional to support future workforce strategy across a busy customer-focused operation.
This is a key role for someone who enjoys turning data into clear recommendations, working with senior stakeholders and helping a business plan effectively for growth, change and service demand.
Job Summary
As Resource Planning Manager, you will be responsible for developing robust medium and long-term workforce plans that support operational performance and commercial objectives. You will use data, trends and business insight to forecast future demand, identify resource requirements and recommend practical planning solutions.
This is a full-time, permanent role offering remote working, with occasional travel to office locations as required.
Your Role
You will lead the development of resource plans that help the business prepare for future demand, ensuring workforce requirements are understood, clearly modelled and aligned with wider operational goals. You will review performance trends, assess potential changes in customer behaviour, technology, channels and business activity, and translate these into accurate planning assumptions. Working closely with teams across Operations, Finance, HR and Change, you will provide insight that supports decisions around staffing, scheduling, outsourcing and service delivery. You will also help improve planning processes, reporting and tools, ensuring the business has clear visibility of risks, opportunities and future capacity needs.
About You
You will be an analytical and commercially minded resource planning professional with experience in a complex contact centre or customer operations environment. You will be confident building forecasts, developing capacity models and presenting workforce recommendations to senior stakeholders. You will understand how planning decisions affect service, cost and customer outcomes, and you will be comfortable balancing detail with the bigger picture. You will also bring strong leadership skills, with the ability to support, coach and develop others while driving continuous improvement across the planning function.
Some Bullet Points About You
- Experience in resource planning within a contact centre or customer operations environment
- Strong forecasting and capacity planning skills
- Confident using data to identify trends, risks and opportunities
- Able to build clear workforce plans across medium and long-term horizons
- Strong stakeholder management and communication skills
- Experience working with operational, finance, HR or change teams
- Good understanding of WFM, telephony or reporting tools
- Comfortable producing planning reports, insight and recommendations
- Previous experience leading or developing planning colleagues would be beneficial
How to Apply
To apply, please send your CV and a short cover letter outlining your experience in resource planning, forecasting and workforce modelling. This is an excellent opportunity to join My Client in a role where your insight will help shape future planning decisions and support the delivery of great customer outcomes.