Multi-Site Workforce Forecasting & Planning Lead

The Open University; Milton Keynes; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

The Open University is seeking a Workforce Resource Manager to lead a team of Operational Planning Analysts across a multi-site contact centre. You will manage forecasting, scheduling and resource planning to support student service goals and financial objectives.

Key responsibilities include developing staffing models, driving continuous improvement, and building strong relationships with senior stakeholders across Milton Keynes, Manchester, and Nottingham.

Qualifications

• Significant experience in workforce planning within a contact centre environment.
• Experience using Workforce Management (WFM) systems for forecasting, scheduling and resource planning.
• Strong analytical skills with the ability to interpret complex data and provide actionable insights.
• Advanced Excel and Power BI skills and experience producing management information and reports.
• Experience leading, coaching and developing teams to deliver high performance.
• Excellent stakeholder management skills, with the ability to influence and build credibility across operational and senior leadership teams.
• Strong communication and presentation skills, with the ability to explain complex information clearly.
• Excellent planning, organisational and prioritisation skills, with the ability to manage competing priorities.
• Experience driving process improvement and embedding best practice in workforce planning.
• Ability to make sound decisions in a fast-paced, student-focused operational environment.
• Experience leading operational planning within a multi-site or hybrid contact centre.
• Experience of operational transformation, change programmes or system implementation projects.
• Experience of back-office planning and resource management.
• Knowledge of Erlang modelling and capacity planning.
• Experience using data visualisation and reporting tools to produce meaningful management information and business insights.

Responsibilities

• Lead the development and delivery of short, medium- and long-term forecasting and capacity planning activities.
• Produce accurate resource plans and staffing models that balance student demand, service levels, productivity, quality and budget requirements.
• Oversee scheduling and workforce optimisation to ensure resources are deployed efficiently across the operation.
• Monitor operational performance, analysing trends, risks and opportunities, and provide data-driven recommendations to support business decisions.
• Lead, coach and develop a team of Planning Analysts, creating a high-performing and collaborative planning function.
• Build strong relationships with operational leaders and key stakeholders to ensure workforce plans align with business priorities and customer demand.
• Drive continuous improvement in short term forecasting methodologies, planning processes, reporting and workforce management practices.
• Ensure workforce plans comply with contractual obligations, organisational policies and Working Time Regulations.
• Lead the ongoing development and optimisation of workforce management systems, reporting tools and planning methodologies.
• Support operational change initiatives, transformation programmes and projects that improve customer service, efficiency and organisational performance.
• Support workforce management system development, upgrades and implementation of new planning tools and methodologies.

Skills

Workforce planning

WFM systems

Analytical skills

Team leadership

Stakeholder management

Communication

Planning & prioritisation

Process improvement

Decision making

Multi-site / hybrid experience

Tools

Power BI

Excel

Job description

The Open University is seeking a Workforce Resource Manager to lead a team of Operational Planning Analysts across a multi-site contact centre. You will manage forecasting, scheduling and resource planning to support student service goals and financial objectives.

Key responsibilities include developing staffing models, driving continuous improvement, and building strong relationships with senior stakeholders across Milton Keynes, Manchester, and Nottingham.