Senior Resource Planning Manager in Shotton

About Us

At Everflow, we’re on a mission to reshape the utility industry. We’re an award-winning, fast-growing business delivering smarter, greener water, waste and connectivity solutions to businesses across the UK and we’re proud of the impact we make every day. Our quest is simple but powerful: bringing services together to make lives simple. By saving our customers time, money, and energy, we give them the headspace to focus on what really matters - growing their businesses and making an impact. Our culture is built on authenticity, curiosity, and progress. We trust our people, encourage bold ideas, and believe success should never come at the cost of wellbeing or belonging.

About the role

Everflow is a multi-utility provider to UK businesses, supplying water and wastewater, waste services and connectivity. Serving customers well across three verticals depends on having the right people, with the right skills, available at the right time. That is what resource planning exists to solve. This is the senior planning role in the business and it is deliberately broad. You own workforce planning end to end: the long-term staffing strategy and capacity framework, plus the forecasting and scheduling cycles underneath them. There is no planning manager below you to hand delivery to, so you will build the forecast, run the capacity model, and work with contact centre managers to turn it into schedules that hold up. You will also own how our Twilio telephony is configured from a planning and experience perspective, and you are expected to use AI to build tooling and automation that makes a small function punch well above its weight. One Real-Time Analyst reports to you.

What you'll own:

• Forecasting, capacity and scheduling: Build and own short, medium and long-term forecasts across voice, email and digital contact, plus back-office workload. Own the capacity model, shrinkage assumptions and the resulting staffing requirement. Produce schedules and coordinate their delivery with contact centre managers.
• Staffing strategy and planning framework: Set the long-term staffing strategy that supports the business plan, covering skill mix and multi-skill capability as well as headcount.
• Real-time and intraday performance: Define real-time targets, escalation playbooks and intraday governance. Lead and develop the Real-Time Analyst.
• Twilio telephony and contact experience: Own how our Twilio estate is configured and how it performs, working with Tech where changes touch integration or security.
• AI, automation and tooling: Find where AI can remove manual effort or produce insight we do not have today, then build it.
• Workforce insight: Be fluent in using Power BI reporting and set clear requirements for the analysts who produce it.
• Improvement and influence: Design how workforce management operates at Everflow and the roadmap to improve it.

What we're looking for:

• Substantial hands-on experience in workforce planning or resource planning, at manager level or above, in a multi-channel contact centre or comparable operational environment.
• Demonstrable ownership of forecasting, capacity planning and scheduling as a practitioner.
• Strong command of the mechanics: SLA, AHT, occupancy, adherence, shrinkage, and Erlang and non-Erlang capacity modelling.
• Genuine technical competence with cloud telephony software, ideally Twilio.
• Practical experience applying AI or automation to planning and operational problems.
• Strong analytical skills and advanced Excel, with the modelling discipline to keep a complex workbook trustworthy.
• Credibility with senior stakeholders.

How you'll work:

At Band 6 you operate as a senior leader at Everflow. That means communicating with transparency and consistency, anticipating risk, working across tribes, and creating the conditions for people to do their best work.

What We Offer:

You’ll get a competitive salary with annual reviews, a generous pension of up to 8% employer contribution, and life insurance worth up to three times your salary. You’ll enjoy hybrid working (up to three days from home), the option to buy or sell up to five days of annual leave, an extra celebration holiday, and enhanced parental and sickness benefits. There’s also free breakfast, free parking, an on-site gym at our Peterlee HQ, access to an EV company car scheme, and a cycle-to-work scheme. For your wellbeing, we offer 24/7 counselling, virtual GP access, and a healthcare cash plan covering dental, physio, and optical care.

Equal Opportunities:

Everflow is proud to be an equal opportunities employer. We’re committed to creating an inclusive, diverse workplace where everyone feels respected, valued, and able to be themselves.