Resource Planning Manager

Shape the workforce behind critical public sector services. Capita is looking for an experienced Resource Planning Manager to join a growing operation supporting the delivery of essential public sector services across the UK. This is a fantastic opportunity for a workforce planning professional who enjoys using data, forecasting and operational insight to drive service performance. You'll play a key role in ensuring the right people are in the right place at the right time, helping operational teams meet customer demand while delivering against client SLAs and KPIs.

Working closely with Operations, Recruitment, MI and senior stakeholders, you'll lead workforce planning activity across a dynamic and fast-paced environment where demand can fluctuate significantly throughout the year. This role offers the opportunity to influence strategic planning decisions while managing a team responsible for delivering effective resource management across multiple service lines.

What you'll be doing:

• Lead workforce planning activity to ensure operational teams are appropriately resourced to meet demand.
• Develop and maintain forecasting, capacity planning and scheduling models.
• Ensure contractual service levels and performance targets are achieved through effective workforce management.
• Analyse performance trends, demand forecasts and operational data to identify risks and opportunities.
• Partner with operational leaders to support service delivery, growth and mobilisation activity.
• Provide planning insight and recommendations to support business decision-making.
• Manage and develop workforce planning professionals, including planners and analysts.
• Work collaboratively with Recruitment teams to support workforce growth and resource requirements.
• Drive continuous improvement across workforce management processes, systems and reporting.
• Support operational readiness for periods of increased demand and large-scale recruitment activity.

What we're looking for:

• Essential:
• Previous experience within Workforce Planning, Resource Planning or Workforce Management.
• Strong understanding of forecasting, capacity planning, scheduling and operational performance management.
• Experience working within a contact centre or customer service environment.
• Excellent analytical skills with the ability to interpret data and provide clear recommendations.
• Experience influencing stakeholders and working closely with operational leadership teams.
• Strong problem-solving and decision-making skills.
• Ability to manage competing priorities within a fast-paced operational environment.
• Experience using workforce management systems and planning tools.
• Highly Desirable:
• Experience using Alvaria (Aspect) workforce management systems.
• Previous experience managing workforce planning or analyst teams.
• Experience supporting large-scale customer operations with fluctuating demand patterns.
• Experience within public sector, regulated or outsourced service environments.

About Capita:

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita’s 41,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.

We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly. A publicly listed business with adjusted revenue of £2.6bn, Capita’s areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. We’re embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders.

What’s in it for you?

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
• You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

Equal Opportunities:

At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process.

Please email reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website. If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - CPScareers@capita.com.

Location: Home-Based - GBR, United Kingdom

Time Type: Full time

Contract Type: Permanent