Resource Planning Manager

Hi We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savingsWe’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you. Got your attention? Read on…We put people first. It’s all about you..This is a hybrid role working from one of our London hubs 2 days per week (specifically one day being a Thursday)We are looking for professionals with a call centre/contact centre resource planning background.Experience of forecasting and resource planning for multi-channel operations (Voice, Email, Chat/Messaging).Experience of leading, coaching, and developing an analytical team.Exceptional communication and presentation skills with the ability to articulate complex data to a non-technical, executive-level audience.Advanced proficiency in Excel or Google Spreadsheets for data modeling and analysis.Expert knowledge of WFM methodologies (ideally NICE or Genesys) and ACD tools (ideally Genesys)Ability to create new advanced forecasting models using Excel or Google spreadsheetsExperience in a planning role that directly managed or heavily collaborated with a BPO/Outsourcer. We work together. Your team and the people you will work with…This role sits in the Operations Enablement Division and reports to the Senior Resource Planning Manager.The team to manage comprises of 6 Resource Planning Analysts We deliver progress. What you’ll do and how you will make an impact.About the roleAs the Resource Planning Manager, you will be responsible for the strategic and operational planning of our multi-channel contact center resources, covering Voice, Email, and WhatsApp. You will lead a team of analysts to deliver accurate forecasting, robust capacity plans, optimal scheduling, and insightful analysis. This is a high-visibility role, requiring regular interaction with senior stakeholders, to present key performance indicators, strategic recommendations, and resource strategies.What you’ll doDemand Forecasting: Drive the creation of highly accurate demand and contact volume forecasts (intraday, daily, weekly, monthly) for Voice, Email, and WhatsApp, considering seasonality, marketing campaigns, technology changes and external factors.Capacity Modeling: Own the comprehensive Capacity Plan, identifying staffing requirements, highlighting recruitment needs, and recommending operational shift strategies to meet service level agreements (SLAs) and budget constraints.Scenario Planning: Develop and analyse 'what-if' scenarios to assess the impact of changes in policy, processes, or technology on resource needs.Scheduling and Optimisation: Oversee the creation and optimisation of agent schedules, maximising efficiency while adhering to contractual agreements, work regulations and employee preferences.Strategic Planning: Develop and execute the short-, medium-, and long-term resource planning strategy across all customer interaction channels and delivery locations (internal and outsourced).Executive Presentation: Prepare and deliver clear, compelling, and data-driven presentations to the Heads Of and Director-level stakeholders on performance, capacity risks, and strategic initiatives.Stakeholder Management: Act as the primary point of contact for all resource planning matters, building strong relationships with Operations, Finance, Marketing. HR teams and Outsource Management Teams.Leadership: Lead, coach, and mentor a team of Resource Planning Analysts Performance Management: Set clear goals, conduct regular performance reviews, and foster a culture of continuous improvement, data integrity, and analytical excellence within the team.Workload Management: Oversee the team's workflow, ensuring timely and accurate delivery of all planning outputs.Performance Deep-Dive: Direct the team in deep-dive analytical projects to identify root causes for performance variations and propose actionable solutions.Technology & Tools: Champion the effective use of Workforce Management (WFM) software and other planning tools, ensuring data accuracy and system optimisation.So why pick UW?We’ve got big ambitions so there’s going to be plenty of challenges. There are also a lot of benefits: An industry benchmarked salary. We’ll share it during your first conversation.Share Options and a Save as You Earn scheme.Hybrid working, with 2 days in the office. (We’re definitely open to discussing flexible working arrangements)Discount on our services and you get our coveted Cashback Card for free. A matched contribution pension scheme and life assurance up to 4x your salary.Family-friendly policies, designed to help you and your family thrive.Discounted private health insurance, access to an Employee Assistance line and a free Virtual GP.Belonging groups that help UW shape an even more inclusive future.A commitment to helping you develop and grow in your role.Apply here You’ve got this far… Hit apply - we can’t wait to hear from you Worried you don’t hit all the criteria? We welcome applications from diverse and varied backgrounds so get your application in and let’s chat Additional InformationNot sure you meet all the requirements? Let us decide Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do.We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.