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Resource & Capacity Planning Manager

York Permanent £60,000 - £67,000 per year View Job Description
Lead contact centre resource planning and forecasting strategy. Ensure optimal staffing to meet service and performance targets.
  • 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.

Contact
Katy Bevan
Quote job ref
JN-072025-6781983
Phone number
+44 151 255 3751

Job summary

Job function
Business Support
Subsector
Contact Centre
Sector
Not For Profit
Location
York
Contract type
Permanent
Consultant name
Katy Bevan
Consultant phone
+44 151 255 3751
Job reference
JN-072025-6781983