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"As we’ve recognised along with other organisations is that there is a lot of vacancies within the market now making it really challenging to recruit into our planning team. We still really struggled to get applicants with the relevant skills. We shared the roles we currently had available to The Forum jobs page, and we saw a massive spike in applicants." Alix Corden, Scheduling Manager, VitalityHealth

We are working alongside the specialist recruiter Spencer Joseph. They specialise in the Contact Centre, Business Process Outsourcing (BPO), Legal and Financial Services sectors. The team provide simple, straightforward, timely and credible appointments. If you are looking for high quality candidates for any roles within your organisation please contact Spencer Joseph direct and you will receive reduced placement fees from them through your Forum membership
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Contact them through their website.
Resource Planner

Published on 03 May 2023

Resource Planner


What We’re Looking For
Due to our continued growth, we have an exciting opportunity to join a thriving, growing team who are responsible for the production of accurate and effective workload forecasts across multiple lines of business.

You will be responsible for managing the workforce and ensuring that we have the right people with the right skills in the right place, at the right time!

What To Expect
As a Resource Planner, you will be responsible for forecasting, scheduling, resource management and supporting the real-time operation to allow us to deliver the best service to our client’s customers.

Your responsibilities will include, but are not limited to:

  • Responsibility for the end-to-end resource planning cycle in an environment over 100 FTE.
  • Forecasting in a multi-channel environment.
  • Liaising with operational and support teams to ensure the account has required staffing to service demand.
  • Design, implement and distribute shift patterns and schedules for campaigns to fit client requirements and achieve staffing and productivity targets.
  • Attend daily/weekly calls to present and discuss the current resourcing position with both clients and internal stakeholders.
  • Providing required management information to allow business areas to manage holidays effectively.
  • Constantly evaluate changes short, medium and long term demand and adjust forecast and staffing in an agile and appropriate manner.

About You
We’re delighted to drive innovation on-site day after day, so it’s a plus if you’re inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we’re looking for team members who think bigger, achieve more, and work smarter.

If you have the following skills, we want to hear from you!

  • Highly Advanced Excel skills.
  • Calabrio / Teleopti Experience – Preferred but not essential.
  • Resource Planning experience in a call centre environment.
  • Understanding of contact centre resourcing and modelling techniques.
  • Strong analytical and strategic thinker.
  • Ability to work under pressure.
  • Exceptional attention to detail.

Join #theAteam
As an Equal Opportunity and Disability Confident Committed Employer, we pride ourselves on ensuring our recruitment process is inclusive and accessible. We hire local talent and offer a range of employment opportunities designed to fit a variety of lifestyles.

When you join #theAteam, we will welcome you into an inclusive, diverse, and fun environment where; delivering excellent customer service, career development, recognition and fun Fridays are the norm.

As an employer, we are committed to the well-being of our colleagues. Our continued efforts to support mental health awareness in the workplace is underpinned by our colleague-focused well-being initiatives, including an internal team of trained Mental Health First Aiders (MHFAs), 24/7 access to external Employee Assistance Programmes (EAPs), our colleague well-being Hub and comprehensive health insurance.

We’re proud, active members of the Mental Health Charter because we understand how important it is that our colleagues maintain a healthy work-life balance as part of their mental health well-being. We know that people do their best work when they feel their best.

We’ll tell you all about it during your interview!


  • Private Health Insurance through Simply Health.
  • 24/7 Employee Assistance Programme & Wellness Hub.
  • Nationwide retail discounts.
  • Discounted gym membership.
  • Your birthday off work (+29 days).
  • ‘Refer a Friend’ scheme.
  • Annual ‘Archie Star Awards’ Party.
  • ‘Employee of the Month’ Awards.
  • A diverse & inclusive working environment.

If you’re ready for a new challenge, then hit contact to become the newest member of our growing team.

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