Resource Planning Manager



Hours & Working Pattern

37.5 hours / Mon – Fri



What will you be doing?

The Resource Planning Analyst is responsible for resourcing a busy, multi-team switchboard which operates 24/7/365.

The role requires in depth knowledge and deep understanding of how to accurately forecast, plan, support and report on all aspects of resource management.

The successful role holder will have a personable approach with the ability to display ComXo’s core values (Politeness, Professionalism, Proficiency & Personality) by balancing the needs of the business resource requirement and the flexibility requests of our staff. Attention to detail and a curiosity to interrogate data trends is a vital skill for this role.

Your main Responsibilities would be…



Create and maintain daily, weekly, monthly and yearly volume forecast.

Create and maintain daily and weekly ‘curves’.

Use Erlang calculations to determine resource requirement.

Adjust and maintain forecast in Workforce Management (WFM) system (Injixo).

Calculate and adjust requirements within WFM.

Providing long and short term recruitment plans detailing FTE requirements.


Complete capacity planning to inform recruitment, holidays, and colleagues scheduling.

Owning all administrative tasks associated with the WFM.

Manage shift bidding and allocation fairly and in a timely manner.

Ownership/management of employee rotas.

Manually checking rota for possible improvements.

Scheduling all non-call taking activities as required, whilst maintaining sufficient cover.

Management of Switchboard annual leave.

Supporting with real time rota changes.

Upkeep and maintenance of the WFM.


Producing the recurring MI suite including the forecast, planning, WFM and capacity reports.

Create meaningful interpretation of forecast data to allow decision making.

Review forecasting and resourcing trend analysis to identify opportunities and potential risks.

Analysing call and staff forecasts to identify needs and corrections.

Able to present data insights in a concise and engaging manner.

Creation of Ad hoc and new recurring reports as required.

Additional Responsibilities:

Regularly communicating rota changes, updates and amendments to relevant stakeholders.

Work closely with the management team to ensure SLAs and KPIs are achieved consistently.

Any other relevant duties that are required, from time to time.

Apply Now:

Call Now Button