Resourcing Planning Manager 2

Resourcing Planning Manager 2

  • Location


  • Sector:


  • Job type:


  • Salary:

    £40k - 45k per year

  • Contact:

    Simeon McTighe

  • Contact email:


  • Contact phone:


  • Job ref:


  • Published:

    6 months ago

  • Expiry date:


Role: Resource Planning Manager

Location: Leeds


Contract: Permanent

Resource Planning is integral to our operation, and this highly visible role will require the individual to have a full understanding of resource management, forecasting - based on existing and evolving Business and operational strategies and, must be comfortable at operating at a senior level.  This role is an excellent opportunity to provide positive input onto the overall operational performance through delivery of our operational plans.

The Role

The role-holder will support the operational delivery teams in the creation of resourcing plans for the self-delivery teams nationally. They will own the creation, development and maintenance of robust resource models, to ensure accurate and optimal headcount planning in order to deliver business plans with optimal service. The successful candidate will also be responsible for making resourcing decisions in collaboration with the Operations managers to ensure maximum operational efficiency and will develop and drive changes to the current operating model in order to deliver improvements in financial performance and customer experience.

Key Responsibilities

  • Develop and maintain robust resource models which accurately forecast headcount requirements, inbound and outbound volumes and additional strategy ouputs
  • Support the Operational delivery teams in the budget and subsequent re-forecast submissions - ensuring detailed oversight of key performance metrics, output of scenario modelling and cost analysis
  • Responsible for the delivery of front and back office planning, providing detailed capacity plans, actionable MI, insight and recommendations
  • Develop / support the annual recruitment plans, and take ownership of optimal shift profiles required to meet the demand of both inbound and outbound requirements
  • Lead and develop a team of Resource Analysts and Resource Co-ordinators to ensure the smooth delivery of short and medium plans to the Service Delivery Team(s)
  • Work closely with key stakeholders across the Operation, Finance, MI and CI Strategy to ensure forecasts and responses remain accurate and robust, with the ability to model expected outputs and highlight areas of risk or opportunity to the Operational delivery teams
  • Provide detailed analytical insight for regular and relevant forums
  • Support Operations in the delivery of projects as directed, developing contact strategies and analysing their effectiveness

Experience, Skills and Qualifications required

  • Must have excellent knowledge of working within a Contact Centre planning function
  • Comprehensive knowledge of resource planning processes
  • Excellent understanding of planning and resourcing methodologies
  • Demonstrable evidence of developing and delivering resource and forecasting models for Contact Centres
  • Knowledge and experience of using workforce management tools within a Contact Centre planning environment would be an advantage
  • Experience of analysing KPIs associated with headcount, dialler and inbound call data
  • Advanced skills in Microsoft Office packages - working knowledge of FLS would be an advantage, but not essential
  • Experience of managing budgets
  • Ability to work on own initiative or as part of a team
  • Ability to adapt quickly to change and be flexible
  • Excellent presentation skills
  • Strong communication and influencing skills, particularly at a senior level
  • A positive attitude, willing to contribute to the overall improvement and success of the business and working practices

Ability to work on own initiative or as part of a team

Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer.