Resource Planning Manager
The Resource Planning Manager is responsible for ensuring customer facing teams have the right people, with the right skills, in the right place at the right time. This role supports forecasting, capacity planning and scheduling to support optimal service levels and business performance. The Resource Planning Manager provides data-driven insight to support strategic decision-making and ensure operational efficiency as well as supporting intraday activities to support great customer experiences and to drive operational efficiency
Key Responsibilities
Develop and manage medium to long-term resource plans to meet business demand and organisational priorities, working with the Resource Planning Team
Analyse business growth trends, project pipelines, and operational drivers to forecast workforce requirements.
Work closely with team managers and intraday to support workforce planning decisions and embed intraday ways of working
Maintain short-term and tactical resource plans, including shift patterns, schedules, and staffing allocation
Monitor demand vs. supply and recommend adjustments (recruitment, overtime, skills redeployment of activities)
Support intraday floor support to ensure operational effectiveness and efficient use of resource
Insight & Reporting:
- Produce and present accurate forecast, utilisation, and performance reports.
- Provide analysis and recommendations to optimise productivity and cost efficiency.
- Provide supporting information relating to Cost to Serve and Propensity to Contact
- Identify risks to service levels and propose mitigation plans.
Stakeholder Collaboration:
- Act as planning support partner for CMO, Billing and Engineering functions
- Lead workforce planning forums to ensure alignment and decision-making.
- Support managers in understanding workforce data and planning implications.
Change & Continuous Improvement:
- Manage resource planning tools (WFM systems, spreadsheets, dashboards).
- Improve modelling capability, capacity analytics, and forecasting accuracy.
- Drive process improvements to enhance efficiency and planning maturity.
Key Skills & Competencies
Analytical Thinking - able to interpret complex data and translate insights into actionable plans.
Workforce Forecasting & Capacity Planning - strong knowledge of forecasting models and resourcing frameworks
Stakeholder Engagement - confident communicator able to influence and challenge senior colleagues
Problem Solving - identifies solutions quickly and balances operational and strategic needs
Technical Skills highly proficient in Excel and resource planning/WFM systems
Leadership - ability to coach and guide non planning managers to understand an support resource planning requirements
Experience & Qualification
Experience in resource/workforce planning within operations, project delivery, contact centres or similar environment
Excel intermediate level (advanced would be advantageous)
Proven success in forecasting, demand and capacity modelling in an operational environment
Experience of collating and presenting BI reports
Familiarity with performance metrics (utilisation, productivity, shrinkage, service levels) in an operational / contact centre environment
Highly Desirable: Professional qualification in workforce planning or operations management
Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, developing our fibre-to-the-premises broadband infrastructure to some of the most difficult to reach areas of the UK, empowering those communities with broadband to rival any city.
Staff rewards, benefits and opportunities
We foster a collaborative, engaging culture that empowers staff to grow and maximise their skills. We want to challenge our people in a fair environment where hard work is rewarded and a path for progression is open to all.
- Generous employer pension; up to 8% matched contribution
- Income protection & life assurance
- 25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!
- Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice
- Unlimited access to online training and development content via our Learning Management System
- Long service benefits and monthly employee recognition
- Enhanced maternity and paternity provisions
- Flexible working environment
- Health & Wellbeing initiatives and company funded social events
Our approach is to work guided by our mission, vision and values.
Our Mission - Empowering communities with brilliant broadband
Our Vision - Connected Communities
Our Values - Own it, Find the Right Way, Work Together, Win Together