What you will do 

In this role, you’ll lead the development of forecasting and resource planning models that help us deliver excellent service across our operations. You’ll work closely with teams in the Front Office, Back Office, and Field to ensure we have the right people in place, improve efficiency, and meet performance goals.

You’ll also collaborate with stakeholders across the business, providing insights that drive smarter decisions. As a senior member of the planning team, you’ll help shape best practices, support your colleagues, and contribute to a culture of continuous improvement.

What we offer

• Competitive salary

• 25 days holiday + Bank Holidays and sick pay

• Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products

• Extensive product and on the job/cross training opportunities with outstanding resources available

• Encouraging and collaborative team environment

• Career development through various career ladders

• Dedication to safety through our Zero Harm policy

• Access to business resource groups

• Training on our company values

How you will do it 

• Use advanced forecasting techniques and workforce management tools (e.g. NICE, Aspect, Verint)

• Apply strong analytical skills using Excel, BI tools, and scenario modelling

• Communicate insights effectively across multi-functional teams

• Drive change and continuous improvement in a dynamic, matrixed environment

• Influence and inspire teams to challenge norms and embrace innovation

What we look for 

Required 

• 5+ years in resource planning or workforce management

• Strong stakeholder management and communication skills

• Experience in dynamic, multi-client environments

• Proficiency in Excel, BI platforms, and Microsoft Office

• Knowledge of forecasting methodologies and planning theories

• Experience with WFM tools and enterprise planning across various functions

Preferred

• Experience with NICE, Aspect, or Verint systems

• Background in strategic planning for field and contact centre operations

• Ability to lead and mentor teams through change

• Commercial awareness and data-driven decision-making

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