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- 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 commitment to employee wellbeing.
- Benefits: Enjoy hybrid working, generous holidays, a strong pension scheme, and discounts on retailers.
- Why this job: Be part of a supportive culture that values innovation and community impact.
- Qualifications: Experience in contact centre resource planning and strong analytical skills required.
- Other info: Opportunity for career development with clear progression pathways.
The predicted salary is between 60000 - 68000 £ per year.
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Resource & Capacity Planning Manager, York
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Client:
Page Personnel
Location:
York, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
a691544eff6a
Job Views:
4
Posted:
12.07.2025
Expiry Date:
26.08.2025
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Job Description:
- 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
- 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
- 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
- Health cash plan
- 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.
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Resource & Capacity Planning Manager employer: Page Personnel
Contact Detail:
Page Personnel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resource & Capacity Planning Manager
✨Tip Number 1
Familiarise yourself with the Erlang methodology and workforce management tools, as these are crucial for the Resource & Capacity Planning Manager role. Being able to discuss your understanding and experience with these concepts during interviews will set you apart.
✨Tip Number 2
Network with professionals in the contact centre industry, especially those who have experience in resource planning. Engaging with them on platforms like LinkedIn can provide insights and potentially lead to referrals.
✨Tip Number 3
Prepare to showcase your analytical skills by bringing examples of how you've improved forecasting accuracy or operational efficiencies in previous roles. Real-life success stories can make a strong impression.
✨Tip Number 4
Research the company’s culture and values thoroughly. Be ready to discuss how your personal values align with their purpose-led approach, as cultural fit is often just as important as technical skills.
We think you need these skills to ace Resource & Capacity Planning Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in resource and capacity planning, particularly in a contact centre environment. Use specific examples that demonstrate your forecasting skills and stakeholder management.
Craft a Compelling Cover Letter: Write a cover letter that reflects your understanding of the role and the company’s values. Emphasise your experience with workforce management tools and your ability to drive improvements in forecasting accuracy.
Showcase Analytical Skills: In your application, provide examples of how you've used analytical skills to influence decision-making. Mention any experience with Erlang methodology or similar capacity planning techniques.
Highlight Team Leadership Experience: If you have experience coaching or mentoring others, be sure to include this in your application. The role requires leading a team of Resource Planning Analysts, so demonstrating your leadership capabilities is key.
How to prepare for a job interview at Page Personnel
✨Understand the Role
Make sure you have a solid grasp of what a Resource & Capacity Planning Manager does. Familiarise yourself with key responsibilities like forecasting, stakeholder engagement, and using workforce management tools. This will help you answer questions confidently and demonstrate your suitability for the role.
✨Showcase Your Analytical Skills
Prepare to discuss your experience with data analysis and forecasting. Be ready to provide examples of how you've improved forecasting accuracy or optimised resource planning in previous roles. Highlight any specific tools or methodologies you've used, such as Erlang methodology.
✨Engage with Stakeholders
Since this role requires strong stakeholder management, think of examples where you've successfully engaged with different teams. Be prepared to discuss how you communicate complex information to non-technical stakeholders and how you build relationships across departments.
✨Demonstrate Your Leadership Abilities
As a manager, you'll need to coach and mentor your team. Prepare to talk about your leadership style and provide examples of how you've supported team members in achieving their goals. This will show that you're not just focused on numbers but also on developing people.
