Resource Planner

Manchester – Tyco Park | Full-Time

We are looking for a Resource Planner to support operational teams across Front Office, Back Office, and Field Services. In this role, you'll help ensure the right resources are available at the right time, balancing customer demand, service levels, and operational efficiency.

You'll play a key role in workforce planning, real-time performance monitoring, scheduling, and stakeholder engagement to help deliver exceptional customer service and achieve business KPIs.

What you'll do:

• Monitor resource requirements and workforce performance against forecasts
• Create and maintain staff schedules to maximise efficiency and utilisation
• Manage offline activities, holiday requests, and shift changes
• Monitor service levels and identify risks, shortfalls, and improvement opportunities
• Support real-time workforce management and resource allocation
• Update and maintain workforce management (WFM) systems
• Work closely with operational stakeholders to ensure service targets are achieved
• Participate in governance meetings and provide planning insights and recommendations

What we're looking for:

Must-Have:

• Experience within a Contact Centre, Processing, Field Services, or Resource Planning environment
• Strong analytical and problem-solving skills
• Excellent organisational and decision-making abilities
• Strong communication and stakeholder management skills
• Ability to work effectively in a fast-paced team environment

Nice-to-Have:

• Experience using Workforce Management tools such as NICE, Verint, Alvaria, or EG Solutions
• Experience with telephony platforms such as NICE, AWS, or Avaya
• Strong Excel skills

What we offer

• Competitive Salary: Reflecting your skills and experience
• Generous Leave: 25 days annual leave (pro-rated in hours)
• Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave
• Comprehensive Benefits:
  o Pension plan (up to 7% employer match)
  o Life assurance
  o Employee assistance program
  o Referral scheme
• Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
• Career Development: Extensive growth and advancement opportunities
• Free Onsite Parking: Hassle-free commuting
• Dress Down Fridays: Casual attire to wrap up the week

About Johnson Controls

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

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