Resource Planning Manager: Forecasting, Capacity & Scheduling

Gigaclear; Abingdon; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Pension match

Income protection

Holiday allowance

Health plan

Training access

Long service benefits

Maternity/Paternity

Flexible working

Wellbeing initiatives

Job summary

Gigaclear is seeking a Resource Planning Manager to ensure the right people with the right skills are in place to meet service levels. The role covers forecasting, capacity planning and scheduling to drive operational efficiency and strong customer experiences.

You will develop medium- to long-term plans, analyse growth trends, collaborate with managers, and provide data-driven insights to support strategic decisions and intraday activities.

Qualifications

• Experience in resource/workforce planning within operations or contact centres
• Proficient in Excel (intermediate/advanced)
• Forecasting, demand and capacity modelling in an operational environment
• Experience of collating and presenting BI reports
• Familiarity with performance metrics (utilisation, productivity, service levels) in an operational 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 priorities
• Forecast workforce requirements by analysing growth trends, project pipelines and drivers
• Support intraday workforce decisions and embed intraday ways of working
• Maintain short-term and tactical resource plans, including shift patterns and staffing allocation
• Monitor demand vs. supply and adjust staffing (recruitment, overtime, redeployment)
• Produce forecast, utilisation and performance reports
• Provide analysis to optimise productivity and cost efficiency
• Lead workforce planning forums with stakeholders
• Manage resource planning tools and improve forecasting accuracy

Skills

Analytical Thinking

Workforce Forecasting

Capacity Planning

Stakeholder Engagement

Problem Solving

Excel

Leadership

Education

Professional qualification in workforce planning or operations management

Tools

WFM systems

Spreadsheets

Dashboards

Job description

Gigaclear is seeking a Resource Planning Manager to ensure the right people with the right skills are in place to meet service levels. The role covers forecasting, capacity planning and scheduling to drive operational efficiency and strong customer experiences.

You will develop medium- to long-term plans, analyse growth trends, collaborate with managers, and provide data-driven insights to support strategic decisions and intraday activities.