Job Overview
About The Role
Our Resource Planning team plays a huge part in helping AO deliver brilliant service every day. As our Resource Planning Manager (Scheduling & Real‑Time), you’ll lead the team responsible for turning forecasts into workable schedules and keeping performance on track throughout the day.
You’ll be accountable for how we plan, deploy and flex our people in real time, making sure we’re always set up to meet customer demand while keeping colleague experience front of mind. It’s a role where your decisions genuinely matter, as you’ll be influencing service levels, efficiency and engagement across our contact centres.
We want your ideas to flow, and what better way to make that happen than being based onsite, 5 days a week, where our culture fuels creativity, collaboration and growth.
Here’s What You Can Expect To Be Doing
- Owning the end to end scheduling process across all contact centre areas, aligned to forecasted demand and business priorities
- Designing and maintaining effective shift patterns, balancing operational needs with colleague preferences
- Optimising schedules by managing all proactive and reactive shrinkage to maximise productivity and service
- Ensuring schedules are delivered on time and in line with agreed planning timelines
- Leading the Real Time team, monitoring intraday performance and taking decisive action to protect service levels
- Managing same day resource movement, including queue and skill changes
- Responding confidently to unexpected events such as spikes in demand or system issues
- Driving strong real time adherence, making sure operational teams act quickly on intraday actions
- Tracking adherence and intraday KPIs, turning insight into clear recommendations for improvement
- Working closely with Forecasting and Operational leaders to keep plans and delivery aligned
A Few Things About You
- Solid experience in resource planning, scheduling and real time management within a contact centre/business operation
- Strong influencing skills, with the confidence to challenge, advise and gain buy in
- A data led mindset, using insight to guide decisions and improvements
- The ability to stay calm, focused and agile when plans change
- Excellent collaboration and communication skills
- Proven people leadership experience, with a passion for developing high performing teams
Our Benefits
- Holidays; 25 days, plus bank holidays (increasing to 27 days after 2 years with us!)
- Pension; Contribute 5% of your annual salary and we’ll do the same, giving you a little extra support for the future.
- Be a VIP at the AO Arena; we have loads of opportunities to win free tickets and pre-sale access!
- Health & wellbeing; discounted gym membership, an onsite spa and our Help @ Hand scheme giving you access to virtual GP’s, Mental Health support and much more.
- Discounts; exclusive discounts across our product range.
- Family leave; Enhanced Maternity, Paternity and Adoption leave.
- Making a difference; 2 fully paid days a year to donate your time to any charity of your choice.
- On site perks; start your day with free on site parking, grabbing a complimentary breakfast and a coffee at our in house coffee shop!
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