Workforce Resource Manager (Workforce Management)

TL;DR

Workforce Resource Manager (Workforce Management): Leading a team of Operational Planning Analysts to manage short-term forecasting, scheduling, and workforce optimization for a multi-site contact center. Focus on building accurate staffing models, driving continuous improvement in forecasting methodologies, and ensuring resource plans align with operational and financial goals.

Location: Hybrid; must be contractually aligned to Milton Keynes, Manchester, or Nottingham offices with expected attendance approximately once per month.

Salary: £38,784 – £46,049

Company

The UK’s largest university, a world leader in flexible part-time education combining a mission to widen access to higher education with research excellence.

What you will do

• Lead the development and delivery of short, medium, and long-term forecasting and capacity planning activities.
• Produce accurate staffing models that balance student demand, service levels, productivity, and budget.
• Oversee scheduling and workforce optimization to ensure efficient resource deployment across the operation.
• Monitor operational performance and provide data-driven recommendations to support business decisions.
• Lead, coach, and develop a team of Planning Analysts to create a high-performing collaborative function.
• Collaborate with operational leaders and stakeholders to align workforce plans with business priorities.

Requirements

• Significant experience in workforce planning within a contact center environment.
• Proficiency using Workforce Management (WFM) systems for forecasting, scheduling, and resource planning.
• Advanced Excel and Power BI skills with experience producing management reports.
• Proven experience leading, coaching, and developing teams to deliver high performance.
• Strong stakeholder management, communication, and presentation skills.
• Excellent planning and prioritization skills to manage competing priorities in a fast-paced environment.

Nice to have

• Experience leading operational planning within a multi-site or hybrid contact center.
• Knowledge of workforce planning methodologies such as Erlang modelling.
• Experience with operational transformation, change programmes, or system implementation projects.
• Experience in back-office planning and resource management.

Culture & Benefits

• Openness to flexible working arrangements including job shares, part-time, or compressed hours.
• Policies designed to contribute to a great work-life balance.
• Comprehensive range of staff benefits to recognize and reward performance.

Hiring process

• Panel interview.
• Case study and presentation exercise.