Onsite Real-Time Scheduling & Resource Planning Lead

ao.com; Bolton; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

25 days holidays + bank holidays

Pension 5% company contribution

AO Arena tickets and events access

Health & wellbeing programs

Exclusive product discounts

Family leave enhancements

Paid volunteering days

On-site parking and amenities

Job summary

AO.com is seeking a Resource Planning Manager (Scheduling & Real‑Time) to lead the team turning forecasts into workable schedules and maintain performance across the day. The role is based onsite five days a week in Bolton, with accountability for real-time staffing, intraday decisions and service levels.

You will own scheduling across contact centre areas, design shift patterns, and drive adherence to planning timelines while balancing colleague preferences and demand.

Qualifications

• Solid experience in resource planning, scheduling and real-time management within a contact centre/business operation.
• Strong influencing skills with confidence to challenge and gain buy-in.
• Data-led mindset using insight to guide decisions and improvements.
• Ability to stay calm, focused and agile when plans change.
• Excellent collaboration and communication skills.
• Proven people leadership experience, developing high-performing teams.

Responsibilities

• Own end-to-end scheduling across all contact centre areas aligned to forecasted demand and priorities.
• Design and maintain effective shift patterns balancing operational needs with colleague preferences.
• Optimise schedules by managing shrinkage to maximise productivity and service.
• Ensure schedules are delivered on time per planning timelines.
• Lead the Real Time team, monitor intraday performance and take decisive action to protect service levels.
• Manage same-day resource movement including queue and skill changes.
• Respond to spikes in demand or system issues with confidence.
• Drive intraday adherence and ensure swift action by operations teams.
• Track adherence and intraday KPIs and translate insights into improvements.
• Collaborate with Forecasting and Operational leaders to keep plans aligned.

Skills

Resource planning

Scheduling

Real-time management

Influencing

Communication

People leadership

Job description

AO.com is seeking a Resource Planning Manager (Scheduling & Real‑Time) to lead the team turning forecasts into workable schedules and maintain performance across the day. The role is based onsite five days a week in Bolton, with accountability for real-time staffing, intraday decisions and service levels.

You will own scheduling across contact centre areas, design shift patterns, and drive adherence to planning timelines while balancing colleague preferences and demand.