Resource Planning Manager

Overview

• Lead the full resource planning cycle across Sky Business, from in‑day management to long‑term 5‑year capacity planning.
• Manage resource deployment for 240 FTE today, scaling to 500+ in the coming years.
• Lead and develop a team of Senior Planning Analysts and Reporting Analysts, driving continuous improvement and operational excellence.
• Own the offshoring roadmap, delivering a 50% mix and c.£5m OPEX savings.
• Partner with Operations and senior stakeholders to optimise resource deployment and influence the wider operating model.
• Govern supply & demand forecasting, ensuring accuracy, strong governance and clear communication of insights.

Requirements

• Strong experience leading resource/workforce planning functions in a contact centre environment.
• Experience working with outsourced partners and shaping their resourcing outputs.
• Excellent analytical skills with the ability to simplify complex data for stakeholders.
• Confidence to influence senior stakeholders and challenge the status quo.
• High proficiency in Excel and familiarity with WFM systems.
• A proactive, curious mindset with the ability to make decisions at pace.

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