Senior Resource Planning Manager

Jobtailor; Stirling; On-site; GBP 70,000 - 100,000; Full time

Job summary

Jobtailor is seeking a senior Capacity Planning professional in the UK to lead long-term resource and capacity strategies across customer service channels. You will partner with senior leaders, balance service performance with cost efficiency, and oversee third‑party planning.

The role requires strong forecasting, modelling, and stakeholder management skills. You will drive end-to-end planning cycles, create governance across the planning lifecycle, and foster continuous improvement with a

Qualifications

• Track record of team leadership and coaching.
• Proven experience in resource planning across contact centres, back office and complaints.
• Strong understanding of forecasting and planning principles.
• Deep understanding of customer service and the ability to drive improvements within an operation.
• Experience of resource modelling, planning and forecasting.
• Ability to prioritise effectively in a complex environment.
• Experience of senior stakeholder management with third party partners.
• Experience of working with outsourcers in an operational environment.
• Strong knowledge of service performance and other customer KPIs.
• Analytical and critical thinking skills.
• Understanding of insurance products and the FS industry.
• Good understanding of the industry standard technical solutions for workforce management.

Responsibilities

• Lead the organisation’s long‑term resource and capacity planning strategy.
• Support the Senior Manager, Capacity Planning & Forecasting in executing the full end‑to‑end planning cycle.
• Develop and maintain strategic resource plans covering all customer service areas, delivery models, and service channels.
• Provide clear strategic insight on future resourcing needs.
• Act as the senior authority on resource and capacity planning methodology.
• Ensure strategic plans are translated into effective operational resource plans.
• Maintain oversight of third‑party outsourcers.
• Partner closely with operational leaders to balance service performance, cost efficiency, and workforce sustainability.
• Establish clear governance and controls across the planning lifecycle.
• Operate as a senior planning partner across the organisation.
• Lead the assessment of demand and capacity impacts arising from various initiatives.
• Foster a culture of continuous improvement, customer focus, and accountability.
• Oversee supplier and third‑party planning assurance.

Skills

Team leadership

Resource planning

Forecasting

Customer service

Resource modelling

Prioritisation

Stakeholder management

Outsourcer management

KPIs

Analytical thinking

FS industry knowledge

WFM tools knowledge

Job description

Responsibilities

• Lead the organisation’s long‑term resource and capacity planning strategy
• Support the Senior Manager, Capacity Planning & Forecasting in executing the full end‑to‑end planning cycle
• Develop and maintain strategic resource plans covering all customer service areas, delivery models, and service channels
• Provide clear strategic insight on future resourcing needs
• Act as the senior authority on resource and capacity planning methodology
• Ensure strategic plans are translated into effective operational resource plans
• Maintain oversight of third‑party outsourcers
• Partner closely with operational leaders to balance service performance, cost efficiency, and workforce sustainability
• Establish clear governance and controls across the planning lifecycle
• Operate as a senior planning partner across the organisation
• Lead the assessment of demand and capacity impacts arising from various initiatives
• Foster a culture of continuous improvement, customer focus, and accountability
• Oversee supplier and third‑party planning assurance

Qualifications

• Track record of team leadership and coaching
• Proven experience in resource planning across contact centres, back office and complaints
• Strong understanding of forecasting and planning principles
• Deep understanding of customer service and the ability to drive improvements within an operation
• Experience of resource modelling, planning and forecasting
• Ability to prioritise effectively in a complex environment
• Experience of senior stakeholder management with third party partners
• Experience of working with outsourcers in an operational environment
• Strong knowledge of service performance and other customer KPIs
• Analytical and critical thinking skills
• Understanding of insurance products and the FS industry
• Good understanding of the industry standard technical solutions for workforce management

Core Competencies

Demonstrates expertise in resource and capacity planning, with a strong focus on strategic insight, operational efficiency, and stakeholder management. Proven ability to lead teams, drive continuous improvement, and manage third‑party relationships effectively.