At a Glance
- Tasks: Lead resource planning in a dynamic contact centre, ensuring optimal staffing and forecasting.
- Company: Join a purpose-driven organisation known for its ethical values and people-first culture.
- Benefits: Enjoy hybrid working, generous holidays, private healthcare, and discounts on retailers.
- Other info: Opportunity for career growth with clear progression pathways and regular engagement events.
- Why this job: Be part of a supportive team that values innovation and community impact.
- Qualifications: Experience in contact centre resource planning and strong analytical skills required.
The predicted salary is between 51000 - 68000 £ per year.
- Purpose-led culture
- Strategic influence
About Our Client
With a long history of service and a large, loyal customer base, this organisation has earned a reputation for mutual support, ethical values, and a people-first approach. It offers a modern, inclusive workplace with strong career development and a real commitment to employee wellbeing.
Job Description
We\'re looking for an experienced Resource & Capacity Planning Manager to lead the resource planning function across a busy, multi-channel contact centre environment.
Working closely with both operational and finance teams, you\'ll be responsible for delivering accurate short- and long-term forecasts, analysing demand across contact channels (calls, email, chat), and providing recommendations that ensure the business is optimally resourced to meet service-level goals.
This is a highly visible role requiring confident stakeholder engagement, technical leadership, and the ability to drive improvements in forecasting accuracy, workforce planning, and process efficiency.
Key Responsibilities
- Own and lead the contact centre resource and capacity planning function
- Deliver accurate multi-channel forecasts (calls, emails, chat)
- Provide regular reporting and insight to support operational and strategic decision-making
- Work closely with operations, HR and finance to align forecasting with business plans
- Support the use and optimisation of workforce management tools
- Present forecasts and planning recommendations to senior leaders
- Identify operational and financial efficiencies and track performance improvements
- Coach and mentor Resource Planning Analysts to achieve team goals
- Act as the business lead for workforce planning systems and processes
The Successful Applicant
Essential:
- Proven experience managing a contact centre resource planning function
- Strong forecasting skills across multi-channel environments
- Advanced understanding of capacity planning and Erlang methodology
- Hands-on experience with Workforce Management tools
- Excellent analytical and communication skills
- Strong stakeholder management and relationship-building skills
- Line management experience
Desirable:
- Experience using Genesys or similar contact platforms
- Background in financial planning or budget forecasting
What\'s on Offer
This is a fantastic opportunity to join a well-established, purpose-driven organisation that truly values its people. Alongside a competitive salary of £60,000-£68,000, you\'ll benefit from:
- Hybrid working - with regular presence in the York office
- Generous holiday entitlement
- Excellent pension scheme - with up to 10% employer contributions
- Private healthcare membership - free
- Health cash plan
- Employee wellbeing support
- Discounts and cashback - on hundreds of high street and online retailers
- Cycle to Work scheme - supporting sustainable commuting
- Enhanced training and development - with clear progression pathways
- Regular employee engagement events - and a strong community feel
- Social purpose - support for local charities and meaningful community work
You\'ll be joining a business that prioritises work-life balance, encourages innovation, and is committed to doing the right thing - both for its people and its customers. #J-18808-Ljbffr
Resource & Capacity Planning Manager in York employer: Michael Page (UK)
This organisation stands out as an excellent employer due to its purpose-led culture and commitment to employee wellbeing, offering a modern and inclusive workplace in York. With strong career development opportunities, generous benefits including hybrid working, private healthcare, and a robust pension scheme, employees are supported both personally and professionally. The company fosters a collaborative environment where innovation is encouraged, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Resource & Capacity Planning Manager in York
✨Join Supply Chain Meetups
Get yourself out there by attending supply chain meetups and industry events. It's a great way to meet fellow professionals, learn about trends, and maybe even hear about job openings before they’re posted online.
✨Show Off Your Skills on LinkedIn
Don’t just sit back and wait for opportunities! Post insights or articles on LinkedIn about supply chain challenges or solutions you’re passionate about. This not only showcases your expertise but can catch the eye of recruiters looking for someone like you.
✨Engage with Supply Chain Communities
Dive into online communities related to supply chain operations like forums or groups on Reddit and LinkedIn. Engaging in discussions can help you network, get advice, and you might even stumble upon some hidden job opportunities.
✨Apply through Our Website
When you spot a position at Michael Page (UK), make sure to apply through our website directly. It's often the quickest way to get your application in front of the right people and show that you’re genuinely interested in the role of Resource & Capacity Planning Manager.
We think you need these skills to ace Resource & Capacity Planning Manager in York
Some tips for your application 🫡
Show Your Supply Chain Savvy:Make sure to highlight your relevant experience in supply chain operations. Whether it’s managing logistics or coordinating with suppliers, we want to see examples of how you've navigated the complexities of the supply chain. Concrete achievements, like reducing costs or improving delivery times, will definitely catch our eye!
Quantify Your Impact:When listing your previous roles on your CV, go for numbers! Mention percentages or actual figures where possible—like how much you've improved efficiency or reduced waste. It's all about showing us the tangible impact you've made in your past positions in supply chain operations.
Tailor Your Cover Letter:In your cover letter, don’t just regurgitate your CV. Instead, connect your experiences specifically to the role at Michael Page (UK). Share why you're passionate about supply chain operations and how this full-time role aligns with your career goals—I mean, who wouldn’t want to hear that!
Research and Reflect:Before you apply, take some time to research Michael Page (UK) and its supply chain operations. Reflect on how your skills and experiences can fit into their operations. Being able to discuss their challenges and how you can contribute to solving them in your application will really make you stand out!
How to prepare for a job interview at Michael Page (UK)
✨Know Your Basics in Supply Chain Management
Make sure you've got a solid grasp of key supply chain concepts like demand forecasting, inventory management, and logistics. We could be quizzed on these during technical rounds, so brush up on any software tools commonly used in the industry like SAP or Oracle. This knowledge will help us show we can hit the ground running!
✨Show Off Your Analytical Skills
Prepare to discuss real-world scenarios where you've used data analysis to solve supply chain challenges. If you've got experience with tools like Excel or Tableau, get ready to talk about how you've used these to optimise processes or improve efficiencies. Employers love seeing that we can turn data into actionable insights!
✨Highlight Your Teamwork and Project Management Skills
In a full-time role, collaboration is key. Think of examples where you've worked on cross-functional teams or managed projects. Sharing how you navigated challenges while working with diverse groups will show that we can thrive in a dynamic environment like at Michael Page (UK).
✨Research Specific Challenges Faced by Michael Page (UK)
Look into any unique supply chain challenges Michael Page (UK) might be facing, whether it's sustainability, supplier relationships, or global disruptions. Being prepared to discuss these topics shows that we're not only informed but also genuinely interested in how we can contribute to their success. That’s a big plus in any interview!
