1. Purpose-led culture
2. 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
3. Own and lead the contact centre resource and capacity planning function
4. Deliver accurate multi-channel forecasts (calls, emails, chat)
5. Provide regular reporting and insight to support operational and strategic decision-making
6. Work closely with operations, HR and finance to align forecasting with business plans
7. Support the use and optimisation of workforce management tools
8. Present forecasts and planning recommendations to senior leaders
9. Identify operational and financial efficiencies and track performance improvements
10. Coach and mentor Resource Planning Analysts to achieve team goals
11. Act as the business lead for workforce planning systems and processes
The Successful Applicant
Essential:
12. Proven experience managing a contact centre resource planning function
13. Strong forecasting skills across multi-channel environments
14. Advanced understanding of capacity planning and Erlang methodology
15. Hands-on experience with Workforce Management tools
16. Excellent analytical and communication skills
17. Strong stakeholder management and relationship-building skills
18. Line management experience
Desirable:
19. Experience using Genesys or similar contact platforms
20. 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:
21. Hybrid working - with regular presence in the York office
22. Generous holiday entitlement
23. Excellent pension scheme - with up to 10% employer contributions
24. Private healthcare membership - free
25. Health cash plan
26. Employee wellbeing support
27. Discounts and cashback - on hundreds of high street and online retailers
28. Cycle to Work scheme - supporting sustainable commuting
29. Enhanced training and development - with clear progression pathways
30. Regular employee engagement events - and a strong community feel
31. 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.