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Resource Planning Manager - Contact Centre

Published on 24 May 2022

Resource Planning Manager - Contact Centre

Lancashire – Hybrid working

We’re looking to recruit a passionate and enthusiastic Resource Planning Manager to join a well-established and successful operation.

Hybrid working model – 2 days per week in the office.

This role will report into the Head of Resource Planning who you will work closely with to ensure their customers receive a best-in-class service.

In return you will receive an attractive salary of up to £44,000 DOE and a benefits package including 25 days annual leave + bank holidays, holiday purchase scheme, life assurance, enhanced pension options and staff discounts.


  • Lead and develop a team of resource planners and real time analysts to create a high performing culture that focuses on service delivery.
  • Be the main point of contact for performance challenges across the operation, keeping senior stakeholders up to date and providing advice and support.
  • Using historical data identify customer contact behaviour trends to help drive continual improvement in forecasting and demand planning.
  • Ensuring all information on the WFM is accurate and up to date.
  • Provide expert advice to the senior leadership team regarding resource issues.

About you:

  • Previous experience in a contact centre resource planning and real time lead role. 
  • Significant experience in operations and forecasting, capacity planning, scheduling and real time management. 
  • Experience of leading, managing and driving the performance of others.
  • Excellent analytical, decision making and problem-solving skills.
  • Excellent communication skills at all levels.
  • Technical knowledge and experience in systems such as: Genesys PureCloud, SalesForce, Aspect, Avaya, building call flows.

For further information or to apply please email a copy of your CV to

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Author: Leanne McNamee

Categories: Jobs, Planning & Resourcing Jobs


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