Resource & Capacity Planning Manager

Salary: £44,500 – £67,500 depending on experience

Location: York, with hybrid working options available

MERJE is seeking a highly skilled Resource & Capacity Planning Manager for a leading health and insurance organisation. This role offers an exciting opportunity to lead and manage the Resource Planning function, ensuring optimal staffing to handle forecasted contact volumes within agreed KPIs.

The Company

This company is a well-established mutual organisation with a 120-year history, serving over 850,000 members. They prioritise excellent service over profit, fostering a genuine community spirit and offering diverse career opportunities across various departments.

The Role

As the Resource & Capacity Planning Manager, you’ll collaborate with Financial Planning, Analysis, and Operations teams to develop and maintain supply and demand forecasts. This role offers a competitive salary, excellent benefits, and the chance to make a significant impact in a purpose-driven organisation.

Key Responsibilities:

• Own and manage the Resource Planning function for the entire group
• Develop and maintain supply and demand forecasts
• Complete multi-channel forecast variance analysis and reporting
• Provide recommendations to optimise resource utilisation
• Collaborate on quarterly planning process forecasts

Required knowledge and experience:

• Proven ability to manage a resource planning function in a multi-channel contact centre
• Experience with Workforce Management tools
• Strong forecasting skills in a multi-channel digital environment
• Understanding of Erlang methodology and capacity planning
• Excellent mathematical, analytical, and communication skills

If you’re an experienced Resource & Capacity Planning Manager looking for a rewarding role in a values-driven organisation, apply now to join this innovative team!

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Applicants must be located and eligible to work in the UK without sponsorship.

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