Resource Forecasting and Planning Manager (Operations)

Edenbrook are currently recruiting a Resource Forecasting and Planning Manager. The chosen candidate will be responsible for predicting future resource needs and creating strategic plans to ensure that resources are available. Additionally, they will ensure all resources are optimised and efficient to meet our business demands.

Key responsibilities include but are not limited to:

• Responsible for resource management and forecasting models, which meet service level agreements (SLAs) and customer demand.
• Track key metrics related to management information, such as response times, resolution rates, and team productivity. Provide regular reports to leadership and identify areas for improvement.
• Process optimisation and risk management: Analyse workflows and implement changes to increase efficiency, reducing risk and bottlenecks.
• Communicate effectively with stakeholders and internal teams, ensuring best outcomes for both; demonstrating with evidence the impacts of the changing assumptions of the resourcing model
• Develop and maintain resource forecasting models to predict future resource needs based on historical data and projected business product trends.
• Develop comprehensive shift schedules that account for peak customer demand, team availability, and SLA requirements.
• Analyse market trends, business forecasts, and operational metrics to anticipate resource requirements.
• Use your forecasts to inform training and long-term resource planning, ensuring we can meet future demands.
• Implement and maintain systems to track real-time customer support metrics
• Develop comprehensive resource plans to ensure the availability and efficient use of resources across the organisation.
• Define Key Performance Indicators to establish a clear set of metrics to track management information
• Ensure KPIs align with business objectives and SLAs
• Utilise best practices, industry standards and WFM technology to optimise resource management processes.
• Assess potential risks related to resource availability and develop contingency plans to mitigate these risks.
• Conduct regular audits and reviews to maintain high standards of resource planning and utilisation.