Strategic Workforce Planning Manager

The Open University; Manchester; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid working

Flexible working arrangements

Job summary

The Open University is seeking a Workforce Resource Manager to lead a team responsible for short- term forecasting, scheduling and workforce optimisation across a multi-site contact centre. You will partner with operational leaders to drive insight, improve service quality and meet financial objectives.

You will develop capacity plans, oversee staffing models and lead continuous improvement in planning methodologies, including Erlang modelling and WFM tools, while ensuring compliance with

Qualifications

• Significant experience in workforce planning within a contact centre environment.
• Experience using Workforce Management (WFM) systems for forecasting, scheduling and resource planning.
• Advanced Excel and Power BI skills for MI and reporting.
• Experience leading, coaching and developing teams to high performance.

Responsibilities

• Lead development of short, medium and long-term forecasting and capacity planning.
• Produce accurate resource plans and staffing models aligned to demand and budget.
• Oversee scheduling and workforce optimisation across the operation.
• Monitor performance, analyse trends and provide data-driven recommendations.
• Lead and develop a team of Planning Analysts for a high-performing function.
• Build relationships with operational leaders to align plans with demand.
• Drive continuous improvement in forecasting, planning, reporting and WM practices.
• Ensure plans comply with Working Time Regulations and policies.
• Support development and deployment of new planning tools and methodologies.

Skills

Workforce planning

WFM systems

Advanced Excel

Power BI

Analytical thinking

Stakeholder management

Team leadership

Communication

Planning & prioritisation

Process improvement

Decision making

Tools

Power BI

Microsoft Excel

WFM systems

Job description

The Open University is seeking a Workforce Resource Manager to lead a team responsible for short- term forecasting, scheduling and workforce optimisation across a multi-site contact centre. You will partner with operational leaders to drive insight, improve service quality and meet financial objectives.

You will develop capacity plans, oversee staffing models and lead continuous improvement in planning methodologies, including Erlang modelling and WFM tools, while ensuring compliance with