Job Title: Resource & Capacity Manager
Contract Type: Permanent
Salary: £55,153 (£60,959 after 12 months successful performance)
Working Hours: 35 hours per week, full time
Working Pattern: Monday to Friday, Hybrid
Location: Liverpool, Speke
If you share our values and are excited about making a significant impact at Riverside, please attach a current CV and covering letter. At Riverside we recruit to potential, not just on skills and experience, so we encourage you to apply even if you don’t meet all the essential criteria.
We will accept applications on the basis of any valid legal permission to work in the UK, but we will not apply for additional sponsorships.
The difference you will make as a Resource & Capacity Manager
* Accountable for end‑to‑end forecasting, capacity planning, scheduling and real‑time management, ensuring customer demand is met efficiently, compliantly and in line with service standards while delivering measurable operational, financial and customer benefits.
About you
* Senior level experience in resource planning or workforce management within a contact centre and complaints environment.
* Strong knowledge of CCaaS platforms integrated with CRM and WFM systems.
* Proven experience forecasting and planning multi‑channel demand, including complaints or case‑based work.
Why Riverside?
* Competitive pay & generous pension.
* 28 days holidays plus bank holidays.
* Flexible working options available.
* Investment in learning, personal development and technology.
* Wide range of benefits.
Riverside is a housing association dedicated to enhancing everyday life for all customers. We own or manage around 75,000 homes across the UK and support communities through housing, social care, employment support and retirement living.
Diversity and Inclusion at Riverside
We are inclusive. Riverside values diversity, fosters a respectful workplace, and operates a Guaranteed Interview Scheme for applicants who declare a disability. Applicants who meet the minimum requirements will be guaranteed an interview. This role also falls under our Ethnic Diversity guaranteed interview scheme.
Applications may close before the deadline, so please apply early to be considered.
Role Profile
Resource Planning Strategy & Governance
* Lead the full resource planning lifecycle across Contact Centre and Complaints services, establishing robust planning and benefits governance.
* Act as the organisational authority on workforce planning methodology, best practice and benefits measurement.
* Own the strategic direction and governance of the CCaaS platform, including configuration, routing, channel strategy and change control.
* Ensure business cases for resourcing and CCaaS change clearly define expected benefits, success measures and ownership.
* Maintain effective vendor management, service performance and escalation arrangements.
Forecasting, Capacity & Demand Management
* Deliver accurate short, medium and long‑term demand forecasts across all channels, including complaints casework.
* Balance supply and demand to optimise service performance, colleague experience, cost efficiency and benefits delivery.
* Identify and escalate capacity risks and benefit realisation risks, providing clear options and recommendations.
* Ensure CCaaS configuration and routing support accurate forecasting, effective capacity planning and planned benefits.
Operational Insight & Decision Support
* Provide clear, data‑led insight on performance, utilisation, shrinkage, productivity, cost and risk.
* Track, measure and report on benefits realisation against agreed baselines, targets and business cases.
* Translate complex planning, financial and technical data into clear, actionable insight for senior stakeholders.
* Support scenario planning to assess the benefits, costs and risks of demand volatility, change initiatives and investment decisions.
* Use CCaaS analytics to identify opportunities for efficiency, service improvement and benefits optimisation.
Leadership & Team Management
* Lead, develop and performance‑manage the Resource Planning team.
* Build a high‑performing, resilient and benefits‑focused planning function.
* Ensure planners and analysts understand their role in delivering and evidencing business benefits.
* Provide leadership and direction for CCaaS administration and reporting, directly or through matrix management.
* Embed consistent standards, ways of working and accountability across planning, benefits tracking and CCaaS use.
Stakeholder & Change Partnership
* Work closely with Operations, Complaints, Quality Improvement, Model Office, Information Services and Finance to align workforce plans, investment and benefits realisation.
* Lead complex, cross‑functional resourcing and CCaaS changes, ensuring benefits are clearly defined, tracked and realised.
* Establish and lead a structured planning and benefits operating rhythm, including regular forecasting, capacity, benefits and governance forums.
* Provide senior stakeholders with timely updates on delivery progress, realised benefits, risks and corrective actions.
* Act as the primary CCaaS subject‑matter expert, providing expert advice and constructive challenge to protect outcomes and value for money.
Systems & Data
* Own effective use of Workforce Management systems, ensuring data integrity and robust planning and benefits reporting.
* Drive continuous improvement in planning tools, analytics and benefits tracking capability.
* Maintain CCaaS platform integrity, integration, resilience and incident management arrangements.
* Ensure data supports clear measurement of service, efficiency, financial and customer benefits.
Person Specification
Essential
* Knowledge of CCaaS platforms integrated with CRM and WFM systems.
* Proven experience forecasting and planning multi‑channel demand, including complaints or case‑based work.
* Experience defining, tracking and realising operational and financial benefits from workforce or technology change.
* Hands‑on experience managing a live CCaaS platform, including configuration, incidents and vendor engagement.
* Advanced analytical capability with the ability to interpret complex data and assess operational and financial impact.
* Strong communication and stakeholder management skills, with confidence to challenge constructively.
* Commercially aware, resilient leader able to balance operational detail with strategic insight.
* Experience supporting large‑scale service change or transformation.
* High integrity and discretion when handling sensitive workforce, financial and operational data.
* Experience within Social Housing or a similarly regulated environment.
Desirable
* Experience working with Calabrio WFM solution or other similar products.
* Familiarity with 8x8 CCaaS solution or other similar contact centre solutions.
* Working knowledge of Salesforce CRM or similar products relating to case management and back‑office working.
About Us
Riverside is one of the UK’s leading not‑for‑profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.
* Locations: Estuary Blvd, Liverpool, L24 8RF, GB
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