What you’ll do:
* Lead the full resource planning cycle across Sky Business, from in‑day management to long‑term 5‑year capacity planning.
* Manage resource deployment for 240 FTE today, scaling to 500+ in the coming years.
* Lead and develop a team of Senior Planning Analysts and Reporting Analysts, driving continuous improvement and operational excellence.
* Own the offshoring roadmap, delivering a 50% mix and c.£5m OPEX savings.
* Partner with Operations and senior stakeholders to optimise resource deployment and influence the wider operating model.
* Govern supply & demand forecasting, ensuring accuracy, strong governance and clear communication of insights.
What you’ll bring:
* Strong experience leading resource/workforce planning functions in a contact centre environment.
* Experience working with outsourced partners and shaping their resourcing outputs.
* Excellent analytical skills with the ability to simplify complex data for stakeholders.
* Confidence to influence senior stakeholders and challenge the status‑quo.
* High proficiency in Excel and familiarity with WFM systems.
* A proactive, curious mindset with the ability to make decisions at pace.
Benefits and perks:
There’s one thing people can’t stop talking about when it comes to life at Sky: the perks. Here’s a taster:
* Free Sky TV or NOW package, including Sky Sports and Sky Cinema
* Pension package with up to 9% employer contribution
* Private healthcare with mental health support
* Aviva Digital GP and dental insurance
* Discounts on Sky products, including Sky Mobile, Sky Broadband, Sky Glass and Sky Protect
* Sharesave and Tech schemes
* A range of Sky VIP rewards and experiences
Team overview:
You’ll join the Operational Support & Business Planning team within Sky Business, a fast‑paced, high‑performing group driving service transformation across all business segments.
How you’ll work:
We’ve adopted a hybrid working approach to give more flexibility on where and how we work. The hybrid working expectations for this role are X days in the office per week.
Your office base:
Leeds Whitehall is home to our Digital Tech hub and Contact Centre teams. With vibrant office spaces, chill‑out areas, a multi‑faith room and restaurant, it’s a great place to work and connect. We’re located just a 10‑minute walk from the train station and there’s a bus stop directly outside the office.
Sky Watermark is our central site for Livingston, sitting between Glasgow and Edinburgh. With vibrant office spaces, chill‑out areas, and an onsite canteen, it’s a great place to work and connect.
We’re an equal‑opportunity employer and value diversity at our company. We're a Disability Confident Accredited Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need as early as you can.
To be eligible for this role you are required to have the appropriate right to work in the UK. Please be aware Sky does not offer sponsorship for this position.
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