Resource Planning Officer

TL;DR

Resource Planning Officer (WFM): Creating forecasts and capacity plans for customer service channels with an accent on workforce optimization and real-time performance monitoring. Focus on building accurate adviser schedules, analyzing operational data, and improving customer experience.

Location: Manchester, UK. Hybrid Working – minimum 2 days per office per week

Salary: circa £27,500

Company

hirify.global is the largest provider of academic qualifications in the UK and operates as a values-driven charity committed to advancing education.

What you will do

• Create accurate forecasts across multiple contact channels to ensure service efficiency.
• Build and maintain capacity plans to meet demand throughout the year, including peak periods.
• Produce and manage adviser schedules to optimize operational performance.
• Monitor real-time service performance and implement adjustments to improve outcomes.
• Utilize data and insight to support strategic operational decision-making.
• Collaborate with Customer Services teams to identify and implement performance improvements.

Requirements

• Experience working in a contact center, operational, or planning environment.
• Strong analytical skills with high proficiency in Excel.
• Proven experience in resource planning or workforce management (WFM).
• Practical exposure to forecasting, scheduling, or real-time performance monitoring.
• Experience using workforce management tools such as Verint, Genesys, or similar.
• Must be based in or able to commute to the Manchester office for hybrid work and interviews.

Nice to have

• Previous experience working specifically within a customer services team.

Culture & Benefits

• Flexible working arrangements with a standard 35-hour working week.
• 25 days annual leave plus additional office closure in December.
• Comprehensive wellbeing programmes, including private health insurance and a healthcare cash reward plan.
• Subscription to Headspace and dedicated volunteering days.
• Inclusive and collaborative culture with various diversity network groups (LGBTQ+, neurodiversity, etc.).

Hiring process

• Submission of CV and cover letter.
• In-person interviews conducted at the Manchester office.