Resource Planning Manager

Michael Page; Ringway; Hybrid; GBP 45,000 - 50,000; Full time

Job summary

A leading recruitment firm in the UK seeks an individual to build and optimize planning and performance for a contact centre operation. You will create capacity plans, design efficient processes, and utilize multiple data sources to drive insights. The role offers a competitive salary of £45,000 to £50,000, hybrid working conditions, and numerous employee benefits including private healthcare and various perks. If you're ambitious and eager to shape a growing team, this is an opportunity not to be missed.

Benefits

Private healthcare

Birthday off

Discounted gym memberships

Qualifications

• Experience in resource planning within a sales or contact centre environment.
• Ability to turn data into clear insights.
• Curious and always looking to improve processes.

Responsibilities

• Build short, medium, and long-term capacity plans.
• Design efficient shift patterns and offline time.
• Create automated performance dashboards for insights.

Skills

Resource planning experience

Advanced Excel skills

Analytical mindset

Strong communication skills

Tools

Power BI

Tableau

SQL

Job description

Design, build, and own contact centre planning and performance, using data to optimise resources, processes, and operational effectiveness in a fast-growth environment.

Client Details

Are you ready to build something from the ground up? We’re looking for a data‑driven, curious, and highly capable individual to create and own the planning and performance framework for a fast‑growing contact centre operation. This isn’t a maintenance role – it’s a chance to design the entire planning function from scratch in a business that has grown 30% year on year and is about to accelerate even further. If you’re ambitious, technically strong, and want a role where your work genuinely shapes how a large, high‑energy sales and customer operation performs, this could be the opportunity you’ve been waiting for.

Description

• Build short, medium, and long‑term capacity plans based on telephony, sales, and demand data.
• Design efficient shift patterns, break structures, and offline time to keep performance optimised.
• Own shrinkage and holiday processes to ensure consistency across teams.
• Create automated performance dashboards (Excel/Power BI/Tableau) to give SLT the right insights, at the right time.
• Use data from multiple channels—phone, email, SMS, WhatsApp—to uncover trends, spot inefficiencies, and make recommendations.
• Work with call transcripts and speech analytics to drive quality and productivity improvements.
• Design scalable processes for planning, scheduling, and adherence that can grow with the business.
• Partner closely with Marketing, Sales, and Finance to understand demand patterns and ensure resource forecasts align to business goals.
• Equip managers with data that helps them make better daily decisions—without getting pulled into real‑time firefighting.

Profile

• Essential: Experience in resource planning within a fast‑paced sales or contact centre environment, using telephony systems to forecast, schedule, and analyse performance.
• Advanced Excel skills; experience with Power BI / Tableau / SQL is a plus.
• Strong analytical mindset with the ability to turn data into clear insight.
• Confident, proactive, and comfortable building processes from scratch.
• Curious and improvement‑driven—always asking how things can work better.
• Adaptable and resilient, thriving in rapid growth and change.
• Excellent communicator who can influence stakeholders with data‑led recommendations.
• Ambitious and ready to take the next step, with future potential to grow into leadership.

Job Offer

• £45,000 – £50,000 salary.
• Huge investment in growth – this is a scale‑up environment, not a steady‑state corporate.
• Hybrid working after probation: 2 days at home (initially 4 days office‑based to get fully embedded).
• Central Manchester offices with a buzzing atmosphere.
• Private healthcare, life assurance, income protection.
• Birthdays off, family days, volunteer days, bring‑your‑pet‑to‑work incentives, discounted travel (bus, tram, train) + season ticket loans, discounted gym memberships.
• Free snacks, free drinks, and brilliant social events.
• Real progression: this role will evolve as the function grows.

If you want a role where you’ll be in the centre of activity—shaping the future of a major contact centre operation and building a function you can be proud of—you’d love to hear from you.