Senior Resource Planning Manager

Everflow; Peterlee; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working

On-site gym at Peterlee HQ

Free breakfast

Healthcare

EV car scheme

Job summary

Everflow is recruiting a senior workforce planner to own end-to-end capacity, forecasting and scheduling for multiple channels and back-office workload. You’ll build forecasts, run capacity models and coordinate with contact centre managers to deliver practical schedules, while also owning Twilio telephony configurations from a planning perspective.

You will lead real-time performance, design analytics-driven improvements, and drive automation to raise efficiency.

Qualifications

• Hands-on experience in workforce planning or resource planning at manager level or above.
• Strong forecasting, capacity planning and scheduling practised in multi-channel contact centres.
• Competence with cloud telephony (Twilio) and routing/IVR settings.
• Ability to work with Tech, Product and Analytics and to challenge proposed solutions.
• Experience applying AI/automation to planning and operations.

Responsibilities

• Own forecasting, capacity and scheduling across voice, email and digital channels and back-office workload.
• Set long-term staffing strategy and development of the planning framework.
• Lead real-time and intraday performance, risk, and governance.
• Configure Twilio telephony and improve customer journey impact.
• Develop AI/automation tooling to reduce manual effort and improve insights.
• Produce clear workforce insights with Power BI and liaise with analysts.

Skills

Forecasting

Capacity planning

Scheduling

Twilio

Power BI

Excel

Automation/AI

Stakeholder management

Tools

Twilio

Power BI

Excel

SQL

Job description

About Us

At Everflow, we’re on a mission to reshape the utility industry.

We’re an award-winning, fast-growing business delivering smarter, greener water, waste and connectivity solutions to businesses across the UK and we’re proud of the impact we make every day.

Our quest is simple but powerful: bringing services together to make lives simple. By saving our customers time, money, and energy, we give them the headspace to focus on what really matters growing their businesses and making an impact.

And while free coffee and ping pong are nice (very nice, actually), they’re not the reason people stay. Our culture is. We value authenticity over ego, curiosity over comfort, and progress over perfection. We trust our people, encourage bold ideas, and believe success should never come at the cost of wellbeing or belonging.

About the role

Everflow is a multi-utility provider to UK businesses, supplying water and wastewater, waste services and connectivity. Serving customers well across three verticals depends on having the right people, with the right skills, available at the right time. That is what resource planning exists to solve.

This is the senior planning role in the business and it is deliberately broad. You own workforce planning end to end: the long-term staffing strategy and capacity framework, plus the forecasting and scheduling cycles underneath them. There is no planning manager below you to hand delivery to, so you will build the forecast, run the capacity model, and work with contact centre managers to turn it into schedules that hold up. You will also own how our Twilio telephony is configured from a planning and experience perspective, and you are expected to use AI to build tooling and automation that makes a small function punch well above its weight. One Real-Time Analyst reports to you.

What you’ll own

• Forecasting, capacity and scheduling. Build and own short, medium and long-term forecasts across voice, email and digital contact, plus back-office workload, recognising that water, waste and connectivity generate different demand patterns and need different skills to serve. Own the capacity model, shrinkage assumptions and the resulting staffing requirement. Produce schedules and coordinate their delivery with contact centre managers, agreeing how flexibility, training, leave and overtime are handled so plans survive contact with a real week.
• Staffing strategy and planning framework. Set the long-term staffing strategy that supports the business plan, covering skill mix and multi-skill capability as well as headcount. Own the planning framework so assumptions are consistent, documented and defensible when challenged.
• Real-time and intraday performance. Define real-time targets, escalation playbooks and intraday governance. Lead and develop the Real-Time Analyst, setting the standard for how intraday risk is spotted, communicated and recovered, and partner with operational leaders to optimise delivery across the network rather than team by team.
• Twilio telephony and contact experience. Own how our Twilio estate is configured and how it performs, working with Tech where changes touch integration or security. That covers routing and queueing logic, skills-based allocation, IVR and self-service journeys, wait-time and callback treatment, and the agent desktop experience. Understand what routing decisions are doing to occupancy, abandonment, repeat contact and agent effort, and change the configuration when the evidence says to.
• AI, automation and tooling. Find where AI can remove manual effort or produce insight we do not have today, then build it: automated forecast refreshes and schedule production, intraday commentary, contact-driver summarisation at scale, forecast augmentation, or an internal tool that saves the operation hours a week. You do not need a software background, but you do need the curiosity to work out what is now possible and the persistence to get it running in production rather than in a demo.
• Workforce insight. We have a dedicated Analytics team within Business Performance who build and maintain our Power BI reporting, so this is not a report-building role. What matters is that you are fluent in using those reports, know what good workforce MI looks like, and can set clear requirements for the analysts who produce it. Be honest in your reporting about forecast accuracy and plan performance, including when we got it wrong.
• Improvement and influence. Design how workforce management operates at Everflow and the roadmap to improve it. Bring evidence to executive and senior stakeholder discussions and use it to move decisions, including the uncomfortable ones about cost, service levels and the trade-offs between them.

What we’re looking for

• Substantial hands‑on experience in workforce planning or resource planning, at manager level or above, in a multi‑channel contact centre or comparable operational environment.
• Demonstrable ownership of forecasting, capacity planning and scheduling as a practitioner. You have built the models, not just reviewed them.
• Strong command of the mechanics: SLA, AHT, occupancy, adherence, shrinkage, and Erlang and non‑Erlang capacity modelling, including where each breaks down.
• Genuine technical competence with cloud telephony software, ideally Twilio. Comfortable configuring routing, queues, IVR and self‑service flows and the agent experience, and clear on how those settings affect both the customer journey and the numbers you plan against.
• The technical literacy to work as a peer with Tech, Product and Analytics. You can hold a confident conversation about integrations, APIs, data flows and release impact, specify what you need from an analyst or developer, and challenge a proposed solution that would damage service or planning accuracy.
• Practical experience applying AI or automation to planning and operational problems, with examples of what you built and what changed as a result.
• Strong analytical skills and advanced Excel, with the modelling discipline to keep a complex workbook trustworthy. Confident reading and interrogating Power BI reporting.
• Credibility with senior stakeholders. You can explain a capacity model to a director, defend the assumptions, and adjust when someone finds a hole in it.
• Useful but not essential: experience of using SQL; exposure to the utilities industry.

How you’ll work

At Band 6 you operate as a senior leader at Everflow. That means communicating with transparency and consistency so people stay aligned through change; anticipating risk and holding high standards under pressure; working across tribes and building the partnerships that make planning possible; leading through complexity; connecting the planning agenda to our 2030 vision; and creating the conditions for people to do their best work.

What We Offer

You’ll get a competitive salary with annual reviews, a generous pension of up to 8% employer contribution, and life insurance worth up to three times your salary.

• You’ll enjoy hybrid working (up to three days from home), the option to buy or sell up to five days of annual leave, an extra celebration holiday, and enhanced parental and sickness benefits.
• There’s also free breakfast, free parking, an on‑site gym at our Peterlee HQ, access to an EV company car scheme, and a cycle-to-work scheme.
• For your wellbeing, we offer 24/7 counselling, virtual GP access, and a healthcare cash plan covering dental, physio, and optical care because looking after people shouldn’t stop at work.

Equal Opportunities

Everflow is proud to be an equal opportunities employer. We’re committed to creating an inclusive, diverse workplace where everyone feels respected, valued, and able to be themselves. Through our Equity, Diversity, Inclusion and Belonging (EDIB) policy, we ensure fair access to opportunities for all, regardless of background