* Purpose-led culture
* Strategic influence
About Our Client
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.
Job 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.
Key Responsibilities
* 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
The Successful Applicant
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
What's on 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. #J-18808-Ljbffr