Resource Planning Manager

Stepchange; Leeds; On-site; GBP 40,000 - GBP 60,000; Full time

Job summary

A charitable organization in the UK is seeking a Resource Planning Manager to optimize workforce usage and improve service delivery. You'll manage real-time performance and collaborate with operational teams to ensure resources are allocated effectively. Ideal candidates will have experience in workforce planning, especially in a multi-channel contact centre, and familiarity with workforce management tools like Genesys. This is an opportunity to lead a team while making a meaningful impact on service quality.

Qualifications

• Experience in workforce planning within a multi-channel contact centre environment.
• Ability to communicate complex information clearly to various stakeholders.
• Hands-on approach to problem-solving.

Responsibilities

• Oversee workforce planning activity across the contact centre.
• Manage real-time performance and lead short-term planning.
• Provide insight into forecasting and planning for service delivery.

Skills

Workforce planning

Analytical skills

Team management

Communication skills

Problem-solving

Tools

Genesys workforce management platform

Job description

Do you want to use your workforcemanagement experience to help a charity support more people, more effectively?

Are you looking for a role whereyourplanning and analysis skills can make a real difference?

We’relooking for a Resource Planning Manager to join our Performance and Planning team and help ensure our operational resources are used in the most effective way to support our clients and colleagues.

This is a key role within StepChange, responsible for real-time performance, short-term resourceplanningandlong-term workforce forecasting across a multi-channel contact centre environment. It’s a great opportunityfor someone with strong workforce planning experience who wants to take ownership, influence decision-making and contribute to meaningful outcomes in a purpose-driven organisation.

Working closely with the Head of Performance and Planning and colleagues across operations and performance teams, you’ll provide insight and planning that supports service delivery today, tomorrow and into the future.

What you’ll be doing

You’ll oversee workforce planning activity across our contact centre, helping deliver the right balance between demand, capacity and service for our clients.

You’ll manage real-time performance on the day, ensuring resources are used as effectively as possible and responding to emerging challenges. You’ll also lead short-term planning and scheduling, making sure future days are appropriately resourced and performance risks are understood.

Alongside this, you’ll take ownership of longer-term forecasting and planning, including monthly predictions and contributing to longer-term strategic planning. You’ll work hands‑on with data and reporting, understanding why forecasts or performance vary and helping develop practical solutions.

You’ll provide clear, concise performance insight that can be used by operational teams and senior leaders, and play a key role in improving how we use our Genesys workforce management platform.

You’ll manage a team of three experienced colleagues, encouraging collaboration and professional development whilst playing a key leadership role across the wider workforce planning team, supporting effective ways of working and continuous improvement.

No two days will be the same – from managing real-time performance, to improving forecasting models, supporting new resourcing approaches and helping shape future planning.

About you

You’ll have experience in workforce planning within a multi-channel contact centre environment and be confident working with modern workforce management platforms (experience with Genesys is desirable).

You’ll be organised, analytical and comfortable taking ownership, with the ability to communicate complex information clearly to a range of stakeholders. You’ll enjoy working collaboratively, bring a hands‑on approach to problem solving and be motivated by making a meaningful difference.

This role is ideal for someone who wants to improve how resources are planned and deployed and contribute to a service that supports people when they need it most. If you’re excited by accountability, challenge and impact, we’d love to hear from you.

Equality, Diversity, and Inclusion

Equality, diversity, and inclusion are incredibly important to us; we have a culture of belonging. We’re always looking to increase the diversity of our workforce to ensure we can provide the best service possible for everyone. It’s not just about the professional experience you bring – we’re interested in who you are and your potential. If there’s an adjustment to our recruitment process that would help you to be your best, speak to our team and they’ll be happy to help.