Strategic Workforce Resource Manager - Hybrid & Multi-Site

The Open University; Nottingham; Hybrid; GBP 55,000 - 70,000; Full time

Job summary

The Open University is seeking a Workforce Resource Manager to lead forecasting, scheduling and workforce optimisation across our multi-site contact centre operation. You will partner with operational leaders to drive data-informed decisions that deliver student-focused service and meet financial objectives.

You will guide a team of Planning Analysts, develop resource plans, and continuously improve planning tools and methodologies, while ensuring adherence to contractual obligations and Working

Qualifications

• 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 and experience producing management information and reports.
• Experience leading, coaching and developing teams to deliver high performance.
• Excellent stakeholder management and ability to influence across senior leadership.

Responsibilities

• Lead short, medium and long-term forecasting and capacity planning for a multi-site contact centre.
• Produce resource plans and staffing models balancing demand, service levels and budget.
• Oversee scheduling and optimisation to deploy resources efficiently.
• Monitor performance, analyse trends and provide data-driven recommendations.
• Lead and develop a team of Planning Analysts to high performance.
• Build relationships with operational leaders to align workforce plans with priorities.
• Drive improvements in forecasting methodologies, processes and reporting.
• Ensure compliance with Working Time Regulations and policies.
• Support system development and implementation of new planning tools.

Skills

Workforce planning

WFM systems

Excel

Power BI

Team leadership

Stakeholder management

Communication

Planning

Process improvement

Erlang modelling

Data visualisation

Tools

WFM software

Job description

The Open University is seeking a Workforce Resource Manager to lead forecasting, scheduling and workforce optimisation across our multi-site contact centre operation. You will partner with operational leaders to drive data-informed decisions that deliver student-focused service and meet financial objectives.

You will guide a team of Planning Analysts, develop resource plans, and continuously improve planning tools and methodologies, while ensuring adherence to contractual obligations and Working