Hybrid Senior Resource Planning Lead - AI-Driven

Everflow; Peterlee; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working

On-site gym at Peterlee HQ

Free breakfast

Healthcare

EV car scheme

Job summary

Everflow is recruiting a senior workforce planner to own end-to-end capacity, forecasting and scheduling for multiple channels and back-office workload. You’ll build forecasts, run capacity models and coordinate with contact centre managers to deliver practical schedules, while also owning Twilio telephony configurations from a planning perspective.

You will lead real-time performance, design analytics-driven improvements, and drive automation to raise efficiency.

Qualifications

• Hands-on experience in workforce planning or resource planning at manager level or above.
• Strong forecasting, capacity planning and scheduling practised in multi-channel contact centres.
• Competence with cloud telephony (Twilio) and routing/IVR settings.
• Ability to work with Tech, Product and Analytics and to challenge proposed solutions.
• Experience applying AI/automation to planning and operations.

Responsibilities

• Own forecasting, capacity and scheduling across voice, email and digital channels and back-office workload.
• Set long-term staffing strategy and development of the planning framework.
• Lead real-time and intraday performance, risk, and governance.
• Configure Twilio telephony and improve customer journey impact.
• Develop AI/automation tooling to reduce manual effort and improve insights.
• Produce clear workforce insights with Power BI and liaise with analysts.

Skills

Forecasting

Capacity planning

Scheduling

Twilio

Power BI

Excel

Automation/AI

Stakeholder management

Tools

Twilio

Power BI

Excel

SQL

Job description

Everflow is recruiting a senior workforce planner to own end-to-end capacity, forecasting and scheduling for multiple channels and back-office workload. You’ll build forecasts, run capacity models and coordinate with contact centre managers to deliver practical schedules, while also owning Twilio telephony configurations from a planning perspective.

You will lead real-time performance, design analytics-driven improvements, and drive automation to raise efficiency.