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- Tasks: Lead workforce planning and optimise resource allocation in a dynamic contact centre.
- Company: Join a purpose-driven charity making a real difference in people's lives.
- Benefits: Competitive salary, professional development, and a collaborative work environment.
- Why this job: Shape the future of resource planning and make a meaningful impact every day.
- Qualifications: Experience in workforce planning and strong analytical skills required.
- Other info: Opportunity for leadership and continuous improvement in a supportive team.
The predicted salary is between 36000 - 60000 ÂŁ per year.
We’re looking for a Resource Planning Manager to join our Performance and Planning team and help ensure our operational resources are used in the most effective way to support our clients and colleagues. This is a key role within StepChange, responsible for real‑time performance, short‑term resource planning and long‑term workforce forecasting across a multi‑channel contact centre environment. It’s a great opportunity for someone with strong workforce planning experience who wants to take ownership, influence decision‑making and contribute to meaningful outcomes in a purpose‑driven organisation.
Working closely with the Head of Performance and Planning and colleagues across operations and performance teams, you’ll provide insight and planning that supports service delivery today, tomorrow and into the future.
What you’ll be doing:
- Oversee workforce planning activity across our contact centre, helping deliver the right balance between demand, capacity and service for our clients.
- Manage real‑time performance on the day, ensuring resources are used as effectively as possible and responding to emerging challenges.
- Lead short‑term planning and scheduling, making sure future days are appropriately resourced and performance risks are understood.
- Take ownership of longer‑term forecasting and planning, including monthly predictions and contributing to longer‑term strategic planning.
- Work hands‑on with data and reporting, understanding why forecasts or performance vary and helping develop practical solutions.
- Provide clear, concise performance insight that can be used by operational teams and senior leaders, and play a key role in improving how we use our Genesys workforce management platform.
- Manage a team of three experienced colleagues, encouraging collaboration and professional development whilst playing a key leadership role across the wider workforce planning team, supporting effective ways of working and continuous improvement.
- Shape future planning and support new resourcing approaches, ensuring no two days are the same.
What we’re looking for:
- Experience in workforce planning within a multi‑channel contact centre environment.
- Confidence working with modern workforce management platforms (experience with Genesys is desirable).
- Organised, analytical and comfortable taking ownership, with the ability to communicate complex information clearly to a range of stakeholders.
- Enjoy working collaboratively, bring a hands‑on approach to problem‑solving and be motivated by making a meaningful difference.
- Strong appetite for accountability, challenge and impact in a purpose‑driven charity setting.
This role is ideal for someone who wants to improve how resources are planned and deployed and contribute to a service that supports people when they need it most. If you’re excited by accountability, challenge and impact, we’d love to hear from you.
Resource Planning Manager in Leeds employer: Genesys
Contact Detail:
Genesys Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resource Planning Manager in Leeds
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their mission and values, especially since this role is in a purpose-driven charity. Tailor your answers to show how you align with their goals.
✨Tip Number 3
Practice your problem-solving skills! Since the role involves real-time performance management and resource planning, be ready to discuss how you've tackled challenges in the past and what solutions you implemented.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at StepChange.
We think you need these skills to ace Resource Planning Manager in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your workforce planning experience and any relevant achievements that show how you can contribute to our team.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're excited about this role. Share specific examples of how you've successfully managed resources in a multi-channel contact centre environment and how you can bring that expertise to StudySmarter.
Showcase Your Analytical Skills: Since this role involves a lot of data and reporting, make sure to mention any tools or platforms you've used in the past. If you have experience with Genesys, definitely highlight that!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team.
How to prepare for a job interview at Genesys
✨Know Your Numbers
As a Resource Planning Manager, you'll be working with data and forecasts. Brush up on your analytical skills and be ready to discuss how you've used data to influence decision-making in the past. Prepare specific examples that showcase your ability to manage real-time performance and long-term planning.
✨Understand the Tools
Familiarise yourself with workforce management platforms, especially Genesys if you can. Be prepared to talk about your experience with these tools and how they’ve helped you optimise resource allocation. Showing that you can hit the ground running with technology will impress your interviewers.
✨Communicate Clearly
You’ll need to convey complex information to various stakeholders. Practice explaining your past projects or strategies in simple terms. Think about how you can demonstrate your ability to provide clear, concise performance insights that drive action.
✨Show Your Leadership Style
Since you'll be managing a team, think about your leadership approach. Be ready to share examples of how you've encouraged collaboration and professional development in your previous roles. Highlighting your hands-on problem-solving skills will show that you're not just a planner but also a doer.
