Resource Planning and Real Time Manager

David Lloyd Clubs; Hatfield; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Free Club Membership for you and your 

Free Club Membership for you and your 

Discounts on food and drinks

Discounts on Swimming, Tennis Lessons,

Personal Training discounts

Wagestream App: Get paid on demand

Benefits Suite access

Job summary

David Lloyd Clubs is seeking a Resource Planning and Real Time Manager for our Hatfield Head Office. You will lead forecasting, scheduling and real-time management across our Member Support operation, ensuring the right number of skilled colleagues are available across live and non-live channels.

The role requires strong analytical capabilities, experience in planning and reporting, and a focus on optimizing service levels, productivity and cost. Occasional travel to our hubs may be required.

Qualifications

• Significant experience in resource planning or real-time operations within contact-centre or customer-service environments.
• Advanced Excel skills for forecasting, capacity planning, scheduling and performance reporting.

Responsibilities

• Lead resource planning, forecasting and scheduling across multichannel Member Support operation.
• Analyse performance against service-level targets and identify trends to improve results.
• Evaluate impact of automation and self-service initiatives on demand, productivity and planning.

Skills

Resource planning

Workforce planning

Capacity planning

Real-time operations

Contact-centre experience

Advanced Excel

Tools

Puzzel

Power BI

Job description

Would you like to join Europe's leading premium health and wellness group?

Our team members are the ambassadors of our business and we are on the look out for a passionate Resource Planning and Real Time Manager to join our Member Support team!

As Resource Planning and Real Time Manager, you will lead resource planning, forecasting, scheduling, real-time management and performance reporting across our multichannel Member Support operation. You will ensure that the right number of appropriately skilled colleagues are available at the right time across our live and non‑live contact channels, balancing member service, colleague experience, operational efficiency and cost

A key part of this role is analysing performance against service‑level targets, identifying trends and variances, and recommending actions to improve results. The role also evaluates the impact of automation and self‑service initiatives on contact demand, productivity and resource planning, ensuring forecasts remain accurate. The successful candidate will have strong analytical and technical skills, with experience in planning, forecasting and real‑time resource management

This role is based in our Hatfield Head office with occasional travelled required to our Member Support Hubs

Our Team Members are at the heart of what we do. This is why we ensure everyone working at David Lloyd Clubs feels a sense of belonging and thrives physically and mentally

Our perks:

• Free Club Membership for you and your family!
• 50% Discount on food and drinks.
• Discounts on Swimming, Tennis Lessons, and Personal Training.
• Opportunities for Career Advancement through internal training and development.
• Wagestream App: Get paid on demand!
• Access to our Benefits Suite.

About you:

• Significant experience in resource planning, workforce planning, capacity planning or real‑time operations within a contact‑centre or customer‑service environment
• Advanced Excel skills, including experience of developing and maintaining forecasting, capacity‑planning, scheduling and performance‑reporting models.
• Experience of using contact‑centre platforms, data sources and reporting tools such as Puzzel and Power BI, or comparable system
• Strong understanding of forecasting, scheduling, shrinkage, occupancy, adherence, productivity and intraday management

Join us and help us create a thriving and inclusive culture. Together, we're more than a Club!