Resource Planning Manager in Cardiff

At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years. We provide a supportive environment that is committed to enabling our people to be the best, ensuring they feel proud to be themselves and part of BUUK Infrastructure.

We are looking for a Resource Planning Manager who would like to help us reach our mission to earn customer loyalty and drive business growth by providing consistently excellent service.

Purpose of this role

The Resource Planning Manager ensures that the right people, skills, and capacity are available at the right time to meet operational demand across the Contact Centre. This role will lead forecasting, scheduling, capacity planning, and resource optimisation during a period of significant organisational growth. The Resource Planning Manager will be critical to maintaining service levels, controlling costs, and ensuring smooth delivery of major transformation programmes.

Your key responsibilities are

• The Resource Deployment Manager will be responsible for the effective planning, coordination, and optimisation of Contact Centre resources to ensure operational efficiency, service level achievement, and readiness for ongoing organisational change.
• Resource Planning & Forecasting
  • Develop accurate short, medium, and long-term forecasts for contact volumes, staffing requirements, and future capacity based on historical data, business growth, and upcoming change programmes.
  • Analyse demand trends and operational performance to anticipate resource gaps and make proactive recommendations.
• Scheduling & Deployment
  • Produce and maintain effective staff rotas and schedules that align resource availability with forecast demand.
  • Ensure optimal allocation of people and skills across multiple work streams, queues, and new business areas.
  • Manage shrinkage plans, adherence expectations, and annual leave coordination to maintain coverage.
• Intraday & Performance Management
  • Monitor real-time performance against service level targets and adjust resource deployment to respond to unexpected demand or operational issues.
  • Liaise with operational teams throughout the day to resolve any emergent staffing conflicts or service risks.
• Operational Insight & Reporting
  • Prepare regular reporting packs covering forecast accuracy, schedule efficiency, shrinkage usage, service-level performance, and resource utilisation.
  • Communicate insights clearly to senior leadership to support informed operational decision-making.
• Stakeholder Collaboration
  • Work closely with Team Managers, the Consumer Contact leadership team, HR, and other stakeholders to ensure resource plans support business priorities.
  • Collaborate with project leads and stakeholders to ensure resourcing is in place for new service launches, migrations, or the onboarding of new business units.
• Continuous Improvement
  • Identify opportunities to enhance planning accuracy, workforce efficiency, and scheduling processes.
  • Contribute to the development and improvement of planning systems, tools, and frameworks.
• Governance & Compliance
  • Maintain accurate and auditable documentation of planning assumptions, scheduling decisions, and resource models.
  • Ensure all resource plans reflect organisational policies, working time legislation, and internal governance requirements.

Qualifications

• A-level standard education or equivalent (or relevant professional experience in workforce management, operations, or analytics).

Experience/Knowledge

• Proven experience in Workforce Management (WFM), resource planning, forecasting, or scheduling within a Contact Centre or similar operational environment.
• Strong understanding of forecasting methodologies, resource modelling, and capacity planning principles.
• Experience analysing operational performance data and using insights to inform staffing decisions.
• Knowledge of WFM systems (e.g., NICE, Verint, or equivalent).
• Understanding of service-level frameworks, contact centre KPIs, and demand-driven staffing models.
• Experience working in a fast-paced, multi-team environment where priorities change quickly.

Abilities/Skills

• Strong analytical and numerical ability with proven capability to interpret complex data sets.
• Advanced Excel skills (e.g., pivot tables, lookup functions, modelling).
• Excellent communication skills, able to present insights clearly to both operational teams and senior management.
• High level of organisational skill - able to prioritise, multitask, and manage competing deadlines.
• Strong problem-solving and critical-thinking skills; able to decide quickly in time-sensitive situations.
• Ability to collaborate effectively with team managers, project teams, and cross-functional stakeholders.
• Strong attention to detail and accuracy in planning outputs.

Desirable

• Formal qualification in operations management, business management, mathematics, data analytics, or equivalent (degree or professional certification).
• Experience supporting organisational growth, business integration, or transformation programmes (e.g., onboarding new teams or services).
• Knowledge of telecoms, utilities, or technical support environments.
• Experience developing and embedding planning processes or resource governance frameworks.
• Awareness of the financial impacts of resource decisions (e.g., FTE modelling, overtime control, shrinkage optimisation).
• Experience producing planning dashboards or visual performance reports (Power BI, Tableau).
• Ability to influence decisions and support senior leadership with data-driven recommendations.
• Skill in building or improving forecasting models or scheduling templates.
• Experience mentoring or supporting analysts within a planning or operational function.
• Familiarity with real-time monitoring tools and intraday management principles.
• Ability to translate operational challenges into clear resource strategies and action plans.

Conditions of Employment

You are required to have your criminal records checked through the Disclosure and Barring Service (DBS). This is due to handling and processing sensitive customer data.

What can you expect from us

• Cost of living annual pay review.
• Company pension contributions up to 10% if employees contribute 5%.
• 33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
• Enhanced maternity, paternity and adoption pay.
• To say thank you, each time you successfully refer someone you will receive a referral payment of £1000 (net of tax).
• Hybrid working for eligible roles.
• Development opportunities to reach your career aspirations.

BUUK has an award-winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day. We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do.

Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. If you would like to be a part of our team and you meet many, but not all our requirements for this role, please apply. You can also ask us about flexible working options.

Please note we reserve the right to close the role early. Therefore, if you're interested in this role, we encourage you to apply as soon as possible.