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About the Role
As Workforce Resource Manager, you will lead and develop a team of Operational Planning Analysts responsible for short term forecasting, scheduling and workforce optimisation across a multi-site contact centre operation. Working closely with operational leaders and the wider Capacity and Planning function, you will provide insight, drive continuous improvement, and ensure resource plans support informed decision-making, excellent student service and the achievement of operational and financial objectives.
Key Responsibilities
- Lead the development and delivery of short, medium- and long-term forecasting and capacity planning activities.
- Produce accurate resource plans and staffing models that balance student demand, service levels, productivity, quality and budget requirements.
- Oversee scheduling and workforce optimisation to ensure resources are deployed efficiently across the operation.
- Monitor operational performance, analysing trends, risks and opportunities, and provide data-driven recommendations to support business decisions.
- Lead, coach and develop a team of Planning Analysts, creating a high-performing and collaborative planning function.
- Build strong relationships with operational leaders and key stakeholders to ensure workforce plans align with business priorities and customer demand.
- Drive continuous improvement in short term forecasting methodologies, planning processes, reporting and workforce management practices.
- Ensure workforce plans comply with contractual obligations, organisational policies and Working Time Regulations.
- Lead the ongoing development and optimisation of workforce management systems, reporting tools and planning methodologies.
- Support operational change initiatives, transformation programmes and projects that improve customer service, efficiency and organisational performance.
- Support workforce management system development, upgrades and implementation of new planning tools and methodologies.
About You
Essential
- Significant experience in workforce planning within a contact centre environment.
- Experience using Workforce Management (WFM) systems for forecasting, scheduling and resource planning.
- Strong analytical skills with the ability to interpret complex data and provide actionable insights.
- Advanced Excel and Power BI skills and experience producing management information and reports.
- Experience leading, coaching and developing teams to deliver high performance.
- Excellent stakeholder management skills, with the ability to influence and build credibility across operational and senior leadership teams.
- Strong communication and presentation skills, with the ability to explain complex information clearly.
- Excellent planning, organisational and prioritisation skills, with the ability to manage competing priorities.
- Experience driving process improvement and embedding best practice in workforce planning.
- Ability to make sound decisions in a fast-paced, student-focused operational environment.
Desirable
- Experience leading operational planning within a multi-site or hybrid contact centre.
- Experience of operational transformation, change programmes or system implementation projects.
- Experience of back-office planning and resource management.
- Knowledge of workforce planning methodologies such as Erlang modelling and capacity planning.
- Experience using data visualisation and reporting tools to produce meaningful management information and business insights.
Support with your application
If you have any questions, or need support or adjustments relating to your application, the recruitment process, or the role, please contact us on 01908 541111 or email careers@open.ac.uk quoting the advert reference number.
What's in it for you?
At The Open University, we offer a range of benefits to recognise and reward great work, alongside policies and flexible working that contribute towards a great work life balance. Get all the details of what benefits we offer by visiting our Staff Benefits page (clicking this link will open a new window).
Flexible working
We are open to discussions about flexible working. Whether it’s a job share, part time, compressed hours or another working arrangement. Please reach out to us to discuss what works best for you.
Work location
It is anticipated that a hybrid working pattern can be adopted for this role, where you can work from home and the office. However, as this role is contractually aligned to either our Milton Keynes, Manchester or Nottingham office it is expected that some attendance in the office will be required when necessary and in response to business needs. We’d expect this to be approximately once per month with additional team days in Milton Keynes three times per year.
Next steps in the Recruitment process
Shortlisted candidate will be invited to participate in a panel interview and undertake a case study and presentation exercise. Interviews are anticipated to take place 31 August 2026.
Early closing date notification
While most roles will remain open until the advertised closing date, applications may be reviewed on an ongoing basis. In some cases, vacancies may close earlier if a sufficient number of suitable applications have been received and equality impacts have been appropriately considered. All roles will remain advertised for a minimum of one week before any early closure is implemented.
If you have started an application or were in the process of applying when the advert closed, we encourage you to get in touch. We are committed to understanding individual circumstances and can offer further support where needed, including reasonable adjustments for applicants with protected characteristics.
How to apply
To apply for this role, please submit the following as separate documents;
- CV
- Supporting statement, up to 1,500 words, you should set out in your statement why you’re interested in this role and provide examples of where your skills and experience meet the required competencies for this role as detailed in the job and person specification.
You can view your progress and application communications when you are logged into our recruitment system. Please check your spam/junk folders if you do not receive associated email updates.
