At a Glance
- Tasks: Lead workforce planning and forecasting for a global customer service operation.
- Company: Join Dragonpass, a leading travel and lifestyle platform with global reach.
- Benefits: Hybrid working, professional development, and significant influence on strategic initiatives.
- Other info: Collaborative culture with opportunities for career growth and impact.
- Why this job: Shape the future of customer service while working with cutting-edge technology.
- Qualifications: Experience in workforce planning within complex customer service environments.
The predicted salary is between 63000 - 77000 £ per year.
Location: Altrincham
Hybrid Working: 3 days per week in the office (Wednesdays anchor day)
Travel: Occasional UK and international travel
Join Dragonpass at a Defining Growth Moment. Dragonpass is one of the world's leading travel and lifestyle platforms, connecting over 40 million members across more than 130 countries with premium travel and lifestyle experiences.
As we continue to grow globally, we are looking for a Global Resource Planning Manager to build and lead our Customer Service workforce planning capability. This is a unique opportunity to shape how a global, multi-channel customer operation plans, scales and delivers service across multiple clients, languages, channels and locations.
Reporting to the VP of Customer Service, you'll play a critical role in ensuring we have the right resources, in the right place, at the right time, while balancing customer experience, operational performance and commercial outcomes. This role is ideal for an experienced workforce planning professional who enjoys combining data-driven decision-making with strategic influence and hands-on execution.
The Opportunity
As Global Resource Planning Manager, you will own forecasting, capacity planning and workforce strategy across Dragonpass's global Customer Service operation, including both internal teams and outsourced partners. You'll work closely with Customer Service, Finance, Commercial, Product, Technology and HR teams to provide accurate demand forecasts, optimise resource utilisation, support business growth and ensure service commitments are achieved. You'll also play a key role in evaluating the workforce impact of new clients, product launches, operational changes, automation and AI initiatives.
What You'll Be Doing
- Develop and manage workforce planning and forecasting processes across a global customer service operation
- Create short, medium and long-term demand and capacity plans across multiple channels, clients, languages and locations
- Translate forecasts into hiring, training and resource recommendations
- Monitor capacity, productivity and service performance to identify risks and improvement opportunities
- Build scenario models to support business growth, operational change and strategic decision-making
- Review and challenge workforce models, forecasts and staffing plans provided by outsourced partners
- Support commercial planning through workforce cost analysis and resource modelling
- Assess the operational impact of new clients, products, markets and service delivery models
- Help shape workforce strategies relating to automation, AI and self-service solutions
- Produce reporting and insights for senior leadership teams, highlighting risks, trends and recommendations
- Collaborate with cross-functional stakeholders to improve workforce planning processes, governance and decision-making
Experience Required
For this role, we'll particularly consider candidates who have experience leading workforce planning, resource planning or workforce management within complex customer service or contact centre environments. We're looking for:
- Significant experience in workforce planning, forecasting and capacity management within a multi-channel customer service environment
- Experience supporting both in-house and outsourced/BPO operations
- Strong understanding of forecasting, scheduling, capacity planning and service-level management
- Experience operating across multiple sites, regions, languages or customer programmes
- Ability to influence senior stakeholders using data, insights and commercial recommendations
- Experience building or improving planning frameworks, reporting and governance processes
- Strong analytical and financial modelling skills
- Advanced Excel skills and experience using workforce management and reporting tools
- Excellent communication and stakeholder management skills
- Experience within travel, payments, financial services, loyalty, technology, telecommunications or other large-scale service environments would be particularly beneficial.
What We're Looking For
- Strategic thinker with a strong analytical mindset
- Confident communicator who can translate complex data into clear business recommendations
- Commercially aware with the ability to balance customer, operational and financial outcomes
- Proactive problem solver who identifies risks before they impact performance
- Highly organised with excellent attention to detail
- Comfortable working in a fast-paced and evolving environment
- Collaborative approach with the ability to build relationships across multiple teams and stakeholders
- Self-starter who enjoys creating structure, processes and new ways of working
Why Join Dragonpass?
- Opportunity to build and shape a global workforce planning capability
- High-growth international business with ambitious expansion plans
- Exposure to strategic initiatives including AI, automation and operational transformation
- Significant visibility and influence with senior leadership
- Genuine ownership and autonomy within the role
- Collaborative and supportive culture
- Excellent opportunities for professional development and career growth
- Chance to make a direct impact on the future scale and success of Dragonpass
Our Commitment to Inclusion
At Dragonpass, we're committed to creating an inclusive workplace where everyone feels valued, respected and empowered to succeed. We welcome applications from people of all backgrounds, experiences and perspectives. If you're excited about this opportunity but don't meet every requirement listed, we still encourage you to apply. We recognise that skills and experience can be gained in different ways, and we're interested in potential as well as past experience. We believe diversity of thought, background and experience helps us build better products, stronger partnerships and a more successful business.
Global Resource Planning Manager in Manchester employer: Dragonpass
Dragonpass is an exceptional employer, offering a dynamic and inclusive work culture that fosters innovation and growth. As a Sales Manager, you'll enjoy significant autonomy in a high-growth international business, with clear pathways for career progression and the chance to make a direct impact on our expansion. Join us at this defining moment and be part of a team that values diversity and drives success through collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Global Resource Planning Manager in Manchester
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Global Resource Planning Manager at Dragonpass!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like Dragonpass or be willing to refer you for that Global Resource Planning Manager position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from Dragonpass who’s on the lookout for their next Global Resource Planning Manager star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Global Resource Planning Manager role at Dragonpass!
We think you need these skills to ace Global Resource Planning Manager in Manchester
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at Dragonpass. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at Dragonpass
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at Dragonpass. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
