Resource Planning Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee the workforce planning initiatives to guarantee that operational teams are adequately staffed to fulfill demand.

• Create and uphold forecasting, capacity planning, and scheduling models.

• Ensure that contractual service levels and performance objectives are met through efficient workforce management.

• Evaluate performance trends, demand forecasts, and operational data to pinpoint risks and opportunities.

• Collaborate with operational leaders to facilitate service delivery, growth, and mobilization efforts.

• Offer planning insights and recommendations to enhance business decision-making.

• Manage and nurture workforce planning professionals, including planners and analysts.

• Work in conjunction with Recruitment teams to assist in workforce expansion and resource needs.

• Propel continuous improvement in workforce management processes, systems, and reporting.

• Aid in operational readiness during peak demand periods and extensive recruitment initiatives.

⛳️ Requirements

• Prior experience in Workforce Planning, Resource Planning, or Workforce Management.

• Strong grasp of forecasting, capacity planning, scheduling, and operational performance management.

• Experience in a contact center or customer service setting.

• Exceptional analytical abilities with a talent for interpreting data and delivering clear recommendations.

• Proven experience influencing stakeholders and collaborating closely with operational leadership teams.

• Strong problem-solving and decision-making capabilities.

• Competence in managing conflicting priorities within a dynamic operational environment.

• Familiarity with workforce management systems and planning tools.

• Experience with Alvaria (Aspect) workforce management systems is highly desirable.

• Previous experience leading workforce planning or analyst teams is highly desirable.

• Experience in supporting large-scale customer operations with varying demand patterns is highly desirable.

• Background in public sector, regulated, or outsourced service environments is highly desirable.

🏝️ Benefits

• 23 days of holiday (increasing to 27), with the option to purchase additional leave.

• A paid day off for volunteering with charity partners or a cause of your choice.

• Automatic enrollment in the company pension scheme.

• Life assurance coverage.

• Cycle2work scheme.

• 15 weeks of fully paid maternity, adoption, and shared parental leave.

• Two weeks of paid paternity leave.

• Optional lifestyle benefits, including discounts for retail and social activities, health and wellness, travel, and technology.

• Access to Employee Network Groups.

• Opportunities for career development and support for acquiring new skills.