Resource & Capacity Planning Manager

Michael Page (UK); York; Hybrid; GBP 60,000 - 68,000; Full time

Job summary

A leading organisation is seeking a Resource & Capacity Planning Manager for its busy multi-channel contact centre in York. This key role involves overseeing resource planning, delivering forecasts, and engaging with stakeholders to drive operational efficiency. The company offers a competitive salary and extensive benefits, including hybrid working and a strong focus on employee wellbeing.

Benefits

Hybrid working

Generous holiday entitlement

Excellent pension scheme

Private healthcare membership

Health cash plan

Employee wellbeing support

Discounts and cashback

Cycle to Work scheme

Enhanced training and development

Regular employee engagement events

Qualifications

• Proven experience managing a contact centre resource planning function.
• Advanced understanding of capacity planning and Erlang methodology.
• Hands-on experience with Workforce Management tools.

Responsibilities

• Lead the contact centre resource and capacity planning function.
• Deliver accurate multi-channel forecasts.
• Provide reporting to support decision-making.

Skills

Forecasting skills

Analytical skills

Stakeholder management

Relationship-building

Tools

Workforce Management tools

Genesys

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

Essential:

• 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
• Line management experience

Desirable:

• 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
• Private healthcare membership - free
• Health cash plan
• Employee wellbeing support
• 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.