Resource Planning Manager

1 day ago

Warrington, Warrington, United Kingdom Certas Energy Full time £50,000 - £100,000 per year

Are you highly analytical, commercially sharp, and passionate about optimising people, performance, and customer outcomes?

We're looking for a
Resource Planning Manager
to shape, own and refine the resource strategy across our Sales and Customer Service teams.

Location: Warrington

In this pivotal role, you'll develop a best-in-class scheduling and forecasting framework that maximises productivity, drives performance, and ensures we consistently meet customer demand—no matter the season or the spike.

What you'll do

  • Develop, document and embed an effective scheduling process that optimises resources and supports achievement of sales and service targets.
  • Use workforce management and forecasting tools to model scenarios, predict demand and build weekly resource plans.
  • Maximise the productivity of part-time and seasonal resource, using data such as abandoned call rates, call times, conversion opportunities, SLA performance and weather impacts.
  • Analyse and improve 8x8 call management performance, identifying routing improvements and operational opportunities.
  • Monitor intra-day, daily and weekly performance, adjusting schedules and recommending efficiency improvements.
  • Track key metrics including shrinkage, adherence, forecast accuracy, pinch points and resource utilisation.
  • Lead the creation of contingency plans for demand spikes, short-notice resourcing needs and wider business interruptions.
  • Produce regular dashboards, operational reports, insights and ad-hoc analysis for key stakeholders.
  • Proactively investigate trends and discrepancies, making recommendations that improve performance and customer experience.
  • Champion data accuracy by defining measures and ensuring consistent reporting standards across the business.
  • Work closely with Sales, Customer Service, HR, IT, Admin and Commercial teams to understand constraints, skills mix requirements and shift preferences.
  • Communicate clearly and confidently with internal and external stakeholders to deliver excellent service.
  • Support cross-functional teams, providing insight and guidance where needed.
  • Develop Realtime Lead capability within the team.

What you'll bring

  • Strong analytical skills and high numerical capability.
  • Experience managing resource in a busy, multi-site—ideally seasonal—environment.
  • Strong financial awareness and commercially astute decision-making.
  • Excellent communication and presentation skills.
  • Experience working in a matrix organisation.
  • Ability to think strategically and deliver effective operational activity aligned to KPIs.

Why join us?

You'll play a crucial role in shaping the efficiency and performance of our customer-facing operations. If you're driven by data, thrive in a fast-moving environment, and love building systems that make a measurable impact, this is the role for you.

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