Workforce Resource Manager (Capacity Planning)

Location: Hybrid role based at one of the Milton Keynes, Manchester or Nottingham offices in the United Kingdom, with office attendance approximately once per month and additional team days in Milton Keynes three times per year.

Salary: £38,784–£46,049 per year.

Company

hirify.global is the UK's largest university, providing flexible part-time higher education and conducting research focused on widening access to learning.

What you will do

• Lead short-, medium- and long-term forecasting, capacity planning and resource modelling across a multi-site contact centre.
• Oversee scheduling and workforce optimisation to align staffing with student demand, service levels, productivity, quality and budget requirements.
• Monitor operational performance, analyse trends and risks, and provide data-driven recommendations to operational leaders.
• Lead, coach and develop a team of Operational Planning Analysts.
• Drive continuous improvement in forecasting methods, planning processes, reporting and workforce management practices.
• Support workforce management system development, upgrades, transformation programmes and implementation of new planning tools.

Requirements

• Significant workforce planning experience in a contact centre environment.
• Experience using Workforce Management systems for forecasting, scheduling and resource planning.
• Strong analytical, planning, organisational and prioritisation skills, including the ability to interpret complex data and make sound decisions.
• Advanced Excel and Power BI skills, with experience producing management information and reports.
• Experience leading, coaching and developing teams and influencing operational and senior stakeholders.
• Experience driving process improvement and embedding best practice in workforce planning.

Nice to have

• Experience with multi-site or hybrid contact centre planning.
• Experience in operational transformation, change programmes or system implementation.
• Back-office planning and resource management experience.
• Knowledge of Erlang modelling, capacity planning and data visualisation tools.

Culture & Benefits

• Flexible working options, including hybrid work, job share, part-time and compressed hours arrangements.
• Benefits designed to recognise and reward staff.
• Policies supporting work-life balance.
• Student-focused environment with opportunities to contribute to service improvement and organisational performance.

Hiring process

• Shortlisted candidates will attend a panel interview.
• Candidates will complete a case study and presentation exercise.
• Applications require a CV and a supporting statement of up to 1,500 words.