Workforce Resource Manager

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

Job Location: Milton Keynes, Manchester, Nottingham (on-site approx. once per month)

Department: Capacity, Resource & Operational Planning

Closing Date: 1 October 2026

Weekly Working Hours: 37

Contract Type: Fixed Term Contract

Fixed Term Contract: End Date: 31 July 2028

Welsh Language: Not Applicable

Change your career, change lives

The Open University is the UK's largest university, a world leader in flexible part-time education, combining a mission to widen access to higher education with research excellence, transforming lives through education. Find out more about us and our mission by watching this short video (you will be taken to YouTube by clicking this link).

About the Role

As Workforce Resource Manager, you will lead and develop a team of Operational Planning Analysts responsible for short term forecasting, scheduling and workforce optimisation across a multi-site contact centre operation. Working closely with operational leaders and the wider Capacity and Planning function, you will provide insight, drive continuous improvement, and ensure resource plans support informed decision-making, excellent student service and the achievement of operational and financial objectives.

Key Responsibilities

• Lead the development and delivery of short, medium- and long-term forecasting and capacity planning activities.
• Produce accurate resource plans and staffing models that balance student demand, service levels, productivity, quality and budget requirements.
• Oversee scheduling and workforce optimisation to ensure resources are deployed efficiently across the operation.
• Monitor operational performance, analysing trends, risks and opportunities, and provide data-driven recommendations to support business decisions.
• Lead, coach and develop a team of Planning Analysts, creating a high-performing and collaborative planning function.
• Build strong relationships with operational leaders and key stakeholders to ensure workforce plans align with business priorities and customer demand.
• Drive continuous improvement in short term forecasting methodologies, planning processes, reporting and workforce management practices.
• Ensure workforce plans comply with contractual obligations, organisational policies and Working Time Regulations.
• Lead the ongoing development and optimisation of workforce management systems, reporting tools and planning methodologies.
• Support operational change initiatives, transformation programmes and projects that improve customer service, efficiency and organisational performance.
• Support workforce management system development, upgrades and implementation of new planning tools and methodologies.

About You

• Significant experience in workforce planning within a contact centre environment.
• Experience using Workforce Management (WFM) systems for forecasting, scheduling and resource planning.
• Strong analytical skills with the ability to interpret complex data and provide actionable insights.
• 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 skills, with the ability to influence and build credibility across operational and senior leadership teams.
• Strong communication and presentation skills, with the ability to explain complex information clearly.
• Excellent planning, organisational and prioritisation skills, with the ability to manage competing priorities.
• Experience driving process improvement and embedding best practice in workforce planning.
• Ability to make sound decisions in a fast-paced, student-focused operational environment.
• Experience leading operational planning within a multi-site or hybrid contact centre.
• Experience of operational transformation, change programmes or system implementation projects.
• Experience of back-office planning and resource management.
• Knowledge of workforce planning methodologies such as Erlang modelling and capacity planning.
• Experience using data visualisation and reporting tools to produce meaningful management information and business insights.

What's in it for you?

At The Open University, we offer a range of benefits to recognise and reward great work, alongside policies and flexible working that contribute towards a great work life balance. Get all the details of what benefits we offer by visiting our Staff Benefits page (clicking this link will open a new window).

We are open to discussions about flexible working. Whether it's a job share, part time, compressed hours or another working arrangement. Please reach out to us to discuss what works best for you.

Work location

It is anticipated that a hybrid working pattern can be adopted for this role, where you can work from home and the office. However, as this role is contractually aligned to either our Milton Keynes, Manchester or Nottingham office it is expected that some attendance in the office will be required when necessary and in response to business needs. We'd expect this to be approximately once per month with additional team days in Milton Keynes three times per year.

Next steps in the Recruitment process

Shortlisted candidate will be invited to participate in a panel interview and undertake a case study and presentation exercise.

Early closing date notification

While most roles will remain open until the advertised closing date, applications may be reviewed on an ongoing basis. In some cases, vacancies may close earlier if a sufficient number of suitable applications have been received and equality impacts have been appropriately considered. All roles will remain advertised for a minimum of one week before any early closure is implemented.

If you have started an application or were in the process of applying when the advert closed, we encourage you to get in touch. We are committed to understanding individual circumstances and can offer further support where needed, including reasonable adjustments for applicants with protected characteristics.