Resource & Capacity Planning Manager

Lead contact centre resource planning and forecasting strategy.

Ensure optimal staffing to meet service and performance targets.

Client Details

With a long history of service and a large, loyal customer base, this organisation has earned a reputation for mutual support, ethical values, and a people-first approach. It offers a modern, inclusive workplace with strong career development and a real commitment to employee wellbeing.

Description

We're looking for an experienced Resource & Capacity Planning Manager to lead the resource planning function across a busy, multi-channel contact centre environment.

Working closely with both operational and finance teams, you'll be responsible for delivering accurate short- and long-term forecasts, analysing demand across contact channels (calls, email, chat), and providing recommendations that ensure the business is optimally resourced to meet service-level goals.

This is a highly visible role requiring confident stakeholder engagement, technical leadership, and the ability to drive improvements in forecasting accuracy, workforce planning, and process efficiency.

• Own and lead the contact centre resource and capacity planning function
• Deliver accurate multi-channel forecasts (calls, emails, chat)
• Provide regular reporting and insight to support operational and strategic decision-making
• Work closely with operations, HR and finance to align forecasting with business plans
• Support the use and optimisation of workforce management tools
• Present forecasts and planning recommendations to senior leaders
• Identify operational and financial efficiencies and track performance improvements
• Coach and mentor Resource Planning Analysts to achieve team goals
• Act as the business lead for workforce planning systems and processes

Profile

Essential:

• Proven experience managing a contact centre resource planning function
• Strong forecasting skills across multi-channel environments
• Advanced understanding of capacity planning and Erlang methodology
• Hands-on experience with Workforce Management tools
• Excellent analytical and communication skills
• Strong stakeholder management and relationship-building skills
• Line management experience

Desirable:

• Experience using Genesys or similar contact platforms
• Background in financial planning or budget forecasting

Job Offer

This is a fantastic opportunity to join a well-established, purpose-driven organisation that truly values its people. Alongside a competitive salary of £60,000-£68,000, you'll benefit from:

• Hybrid working - with regular presence in the York office
• Generous holiday entitlement
• Excellent pension scheme - with up to 10% employer contributions
• Private healthcare membership - free
• Health cash plan
• Employee wellbeing support
• Discounts and cashback - on hundreds of high street and online retailers
• Cycle to Work scheme - supporting sustainable commuting
• Enhanced training and development - with clear progression pathways
• Regular employee engagement events - and a strong community feel
• Social purpose - support for local charities and meaningful community work

You'll be joining a business that prioritises work-life balance, encourages innovation, and is committed to doing the right thing - both for its people and its customers.