Resource Planning Manager

Gigaclear plc; Abingdon; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Generous employer pension

Income protection & life assurance

25 days holiday + holiday purchase

Health cash plan & employee assistance

Flexible working

Training & development

Job summary

Gigaclear plc is seeking a Resource Planning Manager to ensure customer facing teams have the right people with the right skills, in the right place at the right time. You will forecast, plan capacity, and schedule to support service levels and drive efficiency.

You will produce data-driven insights, support intraday operations, and collaborate with CMO/billing/engineering stakeholders to optimise workforce planning. Experience in workforce planning and BI reporting is essential.

Qualifications

• Experience in resource/workforce planning within operations, project delivery, contact centres or similar environment.
• Excel intermediate level (advanced would be advantageous).
• Proven success in forecasting, demand and capacity modelling in an operational environment.
• Experience of collating and presenting BI reports.
• Familiarity with performance metrics (utilisation, productivity, shrinkage, service levels) in an operational / contact centre environment.
• Highly desirable: professional qualification in workforce planning or operations management.

Responsibilities

• Develop and manage medium to long-term resource plans to meet business demand and organisational priorities, working with the Resource Planning Team.
• Analyse business growth trends, project pipelines, and operational drivers to forecast workforce requirements.
• Work closely with team managers and intraday to support workforce planning decisions and embed intraday ways of working.
• Maintain short-term and tactical resource plans, including shift patterns, schedules, and staffing allocation.
• Monitor demand vs. supply and recommend adjustments (recruitment, overtime, skills redeployment of activities).
• Support intraday floor support to ensure operational effectiveness and efficient use of resource.
• Produce and present accurate forecast, utilisation, and performance reports.

Skills

Forecasting & capacity planning

Workforce planning

Stakeholder engagement

Problem solving

Leadership

Education

Professional qualification in workforce planning or operations management

Tools

Excel

BI reporting

Job description

The Resource Planning Manager is responsible for ensuring customer facing teams have the right people, with the right skills, in the right place at the right time. This role supports forecasting, capacity planning and scheduling to support optimal service levels and business performance. The Resource Planning Manager provides data-driven insight to support strategic decision-making and ensure operational efficiency as well as supporting intraday activities to support great customer experiences and to drive operational efficiency

Key Responsibilities

Develop and manage medium to long-term resource plans to meet business demand and organisational priorities, working with the Resource Planning Team

Analyse business growth trends, project pipelines, and operational drivers to forecast workforce requirements.

Work closely with team managers and intraday to support workforce planning decisions and embed intraday ways of working

Maintain short-term and tactical resource plans, including shift patterns, schedules, and staffing allocation

Monitor demand vs. supply and recommend adjustments (recruitment, overtime, skills redeployment of activities)

Support intraday floor support to ensure operational effectiveness and efficient use of resource

Insight & Reporting:

• Produce and present accurate forecast, utilisation, and performance reports.
• Provide analysis and recommendations to optimise productivity and cost efficiency.
• Provide supporting information relating to Cost to Serve and Propensity to Contact
• Identify risks to service levels and propose mitigation plans.

Stakeholder Collaboration:

• Act as planning support partner for CMO, Billing and Engineering functions
• Lead workforce planning forums to ensure alignment and decision-making.
• Support managers in understanding workforce data and planning implications.

Change & Continuous Improvement:

• Manage resource planning tools (WFM systems, spreadsheets, dashboards).
• Improve modelling capability, capacity analytics, and forecasting accuracy.
• Drive process improvements to enhance efficiency and planning maturity.

Key Skills & Competencies

Analytical Thinking - able to interpret complex data and translate insights into actionable plans.

Workforce Forecasting & Capacity Planning - strong knowledge of forecasting models and resourcing frameworks

Stakeholder Engagement - confident communicator able to influence and challenge senior colleagues

Problem Solving - identifies solutions quickly and balances operational and strategic needs

Technical Skills – highly proficient in Excel and resource planning/WFM systems

Leadership - ability to coach and guide non planning managers to understand an support resource planning requirements

Experience & Qualification

Experience in resource/workforce planning within operations, project delivery, contact centres or similar environment

Excel intermediate level (advanced would be advantageous)

Proven success in forecasting, demand and capacity modelling in an operational environment

Experience of collating and presenting BI reports

Familiarity with performance metrics (utilisation, productivity, shrinkage, service levels) in an operational / contact centre environment

Highly Desirable: Professional qualification in workforce planning or operations management

Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, developing our fibre-to-the-premises broadband infrastructure to some of the most difficult to reach areas of the UK, empowering those communities with broadband to rival any city.

Staff rewards, benefits and opportunities

We foster a collaborative, engaging culture that empowers staff to grow and maximise their skills. We want to challenge our people in a fair environment where hard work is rewarded and a path for progression is open to all.

• Generous employer pension; up to 8% matchedcontribution
• Income protection& life assurance
• 25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!
• Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legaladvice
• Unlimited access to online training and development content via our Learning Management System
• Long servicebenefitsand monthly employee recognition
• Enhanced maternity and paternity provisions
• Flexible working environment
• Health & Wellbeing initiatives andcompany fundedsocialevents

Our approach is to work guided by our mission, vision and values.

Our Mission -Empowering communities with brilliant broadband

Our Vision - Connected Communities

Our Values - Own it, Find the Right Way, Work Together, Win Together