Gigaclear
Resource Planning Manager
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The Resource Planning Manager
The Resource Planning Manager is responsible for ensuring customer facing teams have the right people, with the right skills, in the right place at the right time. This role supports forecasting, capacity planning and scheduling to support optimal service levels and business performance. The Resource Planning Manager provides data-driven insight to support strategic decision-making and ensure operational efficiency as well as supporting intraday activities to support great customer experiences and to drive operational efficiency.
Key Responsibilities
- Develop and manage medium to long-term resource plans to meet business demand and organisational priorities, working with the Resource Planning Team
- Analyse business growth trends, project pipelines, and operational drivers to forecast workforce requirements.
- Work closely with team managers and intraday to support workforce planning decisions and embed intraday ways of working
- Maintain short-term and tactical resource plans, including shift patterns, schedules, and staffing allocation
- Monitor demand vs. supply and recommend adjustments (recruitment, overtime, skills redeployment of activities)
- Support intraday floor support to ensure operational effectiveness and efficient use of resource
Insight & Reporting:
- Produce and present accurate forecast, utilisation, and performance reports.
- Provide analysis and recommendations to optimise productivity and cost efficiency.
- Provide supporting information relating to Cost to Serve and Propensity to Contact
- Identify risks to service levels and propose mitigation plans.
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Stakeholder Collaboration:
- Act as planning support partner for CMO, Billing and Engineering functions
- Lead workforce planning forums to ensure alignment and decision-making.
- Support managers in understanding workforce data and planning implications.
Change & Continuous Improvement:
- Manage resource planning tools (WFM systems, spreadsheets, dashboards).
- Improve modelling capability, capacity analytics, and forecasting accuracy.
- Drive process improvements to enhance efficiency and planning maturity.
Key Skills & Competencies
- Analytical Thinking - able to interpret complex data and translate insights into actionable plans.
- Workforce Forecasting & Capacity Planning - strong knowledge of forecasting models and resourcing frameworks
- Stakeholder Engagement - confident communicator able to influence and challenge senior colleagues
- Problem Solving - identifies solutions quickly and balances operational and strategic needs
- Technical Skills - highly proficient in Excel and resource planning/WFM systems
- Leadership - ability to coach and guide non planning managers to understand and support resource planning requirements
Experience & Qualification
- Experience in resource/workforce planning within operations, project delivery, contact centres or similar environment
- Excel intermediate level (advanced would be advantageous)
- Proven success in forecasting, demand and capacity modelling in an operational environment
- Experience of collating and presenting BI reports
- Familiarity with performance metrics (utilisation, productivity, shrinkage, service levels) in an operational / contact centre environment
- Highly Desirable: Professional qualification in workforce planning or operations management
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Staff Rewards, Benefits And Opportunities
We foster a collaborative, engaging culture that empowers staff to grow and maximise their skills. We want to challenge our people in a fair environment where hard work is rewarded and a path for progression is open to all.
- Generous employer pension; up to 8% matched contribution
- Income protection & life assurance
- 25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!
- Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice
- Unlimited access to online training and development content via our Learning Management System
- Long service benefits and monthly employee recognition
- Enhanced maternity and paternity provisions
- Flexible working environment
- Health & Wellbeing initiatives and company funded social events
Our Approach
Our Mission
Empowering communities with brilliant broadband
Our Vision
Connected Communities
Our Values
- Own it
- Find the Right Way
- Work Together
- Win Together
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