Resource Planning Manager - Contact Centre Operations Domestic

Certas Energy UK Ltd; Warrington; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading energy distribution company located in Warrington is seeking a Resource Planning Manager. The ideal candidate will develop a robust scheduling and forecasting framework to optimize resources, enhance performance, and meet customer demands effectively. Responsibilities include using data to improve resource utilization and leading the scheduling processes. This role requires strong analytical skills, experience in a busy environment, and strategic thinking abilities.

Qualifications

• Strong analytical skills and high numerical capability.
• Experience managing resource in a busy, multi-site ideally seasonal environment.
• Strong financial awareness and commercially astute decision-making.

Responsibilities

• Develop effective scheduling process for resource optimization.
• Use tools to model scenarios and predict demand.
• Monitor performance metrics and adjust schedules as needed.

Skills

Strong analytical skills

Excellent communication and presentation skills

Financial awareness

Strategic thinking

Job description

Are you highly analytical, commercially sharp, and passionate about optimising people, performance, and customer outcomes?

We’re looking for a Resource Planning Manager to shape, own and refine the resource strategy across our Sales and Customer Service teams.

Location : Warrington

In this pivotal role, you’ll develop a best-in-class scheduling and forecasting framework that maximises productivity, drives performance, and ensures we consistently meet customer demandno matter the season or the spike.

What you’ll do

• Develop, document and embed an effective scheduling process that optimises resources and supports achievement of sales and service targets.
• Use workforce management and forecasting tools to model scenarios, predict demand and build weekly resource plans.
• Maximise the productivity of part‑time and seasonal resource, using data such as abandoned call rates, call times, conversion opportunities, SLA performance and weather impacts.
• Analyse and improve 8x8 call management performance, identifying routing improvements and operational opportunities.
• Monitor intra‑day, daily and weekly performance, adjusting schedules and recommending efficiency improvements.
• Track key metrics including shrinkage, adherence, forecast accuracy, pinch points and resource utilisation.
• Lead the creation of contingency plans for demand spikes, short‑notice resourcing needs and wider business interruptions.
• Produce regular dashboards, operational reports, insights and ad‑hoc analysis for key stakeholders.
• Proactively investigate trends and discrepancies, making recommendations that improve performance and customer experience.
• Champion data accuracy by defining measures and ensuring consistent reporting standards across the business.
• Work closely with Sales, Customer Service, HR, IT, Admin and Commercial teams to understand constraints, skills mix requirements and shift preferences.
• Communicate clearly and confidently with internal and external stakeholders to deliver excellent service.
• Support cross‑functional teams, providing insight and guidance where needed.
• Develop Realtime Lead capability within the team.

What you’ll bring

• Strong analytical skills and high numerical capability.
• Experience managing resource in a busy, multi‑siteideally seasonalenvironment.
• Strong financial awareness and commercially astute decision‑making.
• Excellent communication and presentation skills.
• Experience working in a matrix organisation.
• Ability to think strategically and deliver effective operational activity aligned to KPIs.

Why join us?

You’ll play a crucial role in shaping the efficiency and performance of our customer‑facing operations. If you’re driven by data, thrive in a fast‑moving environment, and love building systems that make a measurable impact, this is the role for you.

Company Information

Certas Energy is the leading independent distributor of fuels and lubricants in the UK.

With a national network of over 130 depots, over 900 tankers, more than 80 retail forecourts, fuel cards usable at over 2,000 sites, it is our 2,300 colleagues who keep our business moving each day.

Our team is an essential part of the robust infrastructure that consistently and dependably delivers billions of litres of high‑quality fuel and associated services to homes and businesses all over the UK each year.

We’re proud of our range of innovative fuel supply and management services and are committed to provide industry leading solutions in liquid fuels, as the worlds energy mix evolves towards a zero emissions future. From the option to offset carbon emissions with each fuel order, to providing cleaner burning fuels that lower harmful emission of PM and NOx, Certas Energy strive to make our energy expertise count for all our customers.

We have a strong culture of safety and compliance principles, driven by our dedicated Safety F1rst and Doing the Right Thing Initiatives. This, teamed with our many programmes of learning, development and talent nurture, means that we can support our colleagues to grow and thrive within a fast‑paced working environment. This is fundamental to good business performance, and integral to our long‑term business success.

Equal Opportunities Statement

We are committed to creating a diverse and inclusive workplace where everyone feels valued, respected, and supported. We welcome applications from candidates who meet the minimum required job role criteria, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

We actively promote equal opportunities and are dedicated to ensuring that our recruitment, selection, training, and promotion decisions are made based on qualifications, and experience only.

If you require any reasonable adjustments to support your application or to attend an interview, if shortlisted, please let us know and we will be happy to assist.

For further information please email recruitment@[e-mail]