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Resource Planning Manager

02 September 2021

Resource Planning Manager

Datchet, Slough

The Resource Planning Manager is responsible for resourcing a busy, multi-team switchboard which operates 24/7/365.

The role requires in depth knowledge and deep understanding of how to accurately forecast, plan, support and report on all aspects of resource management.

The successful role holder will have a personable approach with the ability to display ComXo’s core values (Politeness, Professionalism, Proficiency & Personality) by balancing the needs of the business resource requirement and the flexibility requests of our staff. Attention to detail and a curiosity to interrogate data trends is a vital skill for this role.



  • Create and maintain daily, weekly, monthly and yearly volume forecast.
  • Create and maintain daily and weekly ‘curves’.
  • Use Erlang calculations to determine resource requirement.
  • Adjust and maintain forecast in Workforce Management (WFM) system (Injixo).
  • Calculate and adjust requirements within WFM.
  • Providing long and short term recruitment plans detailing FTE requirements.


  • Complete capacity planning to inform recruitment, holidays, and colleagues scheduling.
  • Owning all administrative tasks associated with the WFM.
  • Manage shift bidding and allocation fairly and in a timely manner.
  • Ownership/management of employee rotas.
  • Manually checking rota for possible improvements.
  • Scheduling all non-call taking activities as required, whilst maintaining sufficient cover.
  • Management of Switchboard annual leave.
  • Supporting with real time rota changes.
  • Upkeep and maintenance of the WFM.


  • Producing the recurring MI suite including the forecast, planning, WFM and capacity reports.
  • Create meaningful interpretation of forecast data to allow decision making.
  • Review forecasting and resourcing trend analysis to identify opportunities and potential risks.
  • Analysing call and staff forecasts to identify needs and corrections.
  • Able to present data insights in a concise and engaging manner.
  • Creation of Ad hoc and new recurring reports as required.

Additional Responsibilities:

  • Regularly communicating rota changes, updates and amendments to relevant stakeholders.
  • Work closely with the management team to ensure SLAs and KPIs are achieved consistently.
  • Any other relevant duties that are required, from time to time.

Find out more and apply now


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