Resource & Capacity Manager

Job Description

Job Title: Resource & Capacity ManagerContract Type: Permanent Salary: £55,153 (£60,959 is achieved after 12 months successful performance in the role) Working Hours: 35 hours per week, full time Working Pattern: Monday to Friday, Hybrid   Location: Liverpool, Speke  
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates. The difference you will make as a Resource & Capacity Manager 
Accountable for end to end forecasting, capacity planning, scheduling and real time management, the role ensures customer demand is met efficiently, compliantly and in line with service standards, while delivering measurable operational, financial and customer benefits.About you 
We are looking for someone with 
•  Senior level experience in resource planning or workforce management within a contact centre and complaints environment.
•  Strong knowledge of CCaaS platforms integrated with CRM and WFM systems.
•  Proven experience forecasting and planning multi channel demand, including complaints or case based work.Why Riverside? 
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.  
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us. 
Working with us, you’ll enjoy: 
•  Competitive pay & generous pension  
•  28 days holidays plus bank holidays 
•  Flexible working options available 
•  Investment in your learning, personal development and technology 
•  A wide range of benefits Diversity and Inclusion at Riverside:  
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.  
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview. 
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interviewApplications may close before the deadline, so please apply early to be considered.  Role Profile  Resource Planning Strategy & Governance
•  Lead the full resource planning lifecycle across Contact Centre and Complaints services. Establish robust planning and benefits governance, ensuring all activity, change, assumptions and expected benefits are reflected in agreed plans.
•  Act as the organisational authority on workforce planning methodology, best practice and benefits measurement.
•  Own the strategic direction and governance of the CCaaS platform, including configuration, routing, channel strategy and change control.
•  Ensure business cases for resourcing and CCaaS change clearly define expected benefits, success measures and ownership.
•  Maintain effective vendor management, service performance and escalation arrangements.Forecasting, Capacity & Demand Management    
•  Deliver accurate short, medium and long term demand forecasts across all channels, including complaints casework.
•  Balance supply and demand to optimise service performance, colleague experience, cost efficiency and benefits delivery.
•  Identify and escalate capacity risks and benefit realisation risks, with clear options and recommendations.
•  Ensure CCaaS configuration and routing support accurate forecasting, effective capacity planning and planned benefits.Operational Insight & Decision Support
•  Provide clear, data led insight on performance, utilisation, shrinkage, productivity, cost and risk.
•  Track, measure and report on benefits realisation against agreed baselines, targets and business cases.
•  Translate complex planning, financial and technical data into clear, actionable insight for senior stakeholders.
•  Support scenario planning to assess the benefits, costs and risks of demand volatility, change initiatives and investment decisions.
•  Use CCaaS analytics to identify opportunities for efficiency, service improvement and benefits optimisation.Leadership & Team Management
•  Lead, develop and performance manage the Resource Planning team.
•  Build a high performing, resilient and benefits focused planning function.
•  Ensure planners and analysts understand their role in delivering and evidencing business benefits.
•  Provide leadership and direction for CCaaS administration and reporting, directly or through matrix management.
•  Embed consistent standards, ways of working and accountability across planning, benefits tracking and CCaaS use.Stakeholder & Change Partnership
•  Work closely with Operations, Complaints, Quality Improvement, Model Office, Information Services and Finance to align workforce plans, investment and benefits realisation.
•  Lead complex, cross functional resourcing and CCaaS changes, ensuring benefits are clearly defined, tracked and realised.
•  Establish and lead a structured planning and benefits operating rhythm, including regular forecasting, capacity, benefits and governance forums.
•  Provide senior stakeholders with timely updates on delivery progress, realised benefits, risks and corrective actions.
•  Act as the primary CCaaS subject matter expert, providing expert advice and constructive challenge to protect outcomes and value for money.Systems & Data
•  Own effective use of Workforce Management systems, ensuring data integrity and robust planning and benefits reporting.
•  Drive continuous improvement in planning tools, analytics and benefits tracking capability.
•  Maintain CCaaS platform integrity, integration, resilience and incident management arrangements.
•  Ensure data supports clear measurement of service, efficiency, financial and customer benefits.

Person specification Knowledge, Skills and Experience Essential
•  Knowledge of CCaaS platforms integrated with CRM and WFM systems.
•  Proven experience forecasting and planning multi channel demand, including complaints or case based work.
•  Experience defining, tracking and realising operational and financial benefits from workforce or technology change.
•  Hands on experience managing a live CCaaS platform, including configuration, incidents and vendor engagement.
•  Advanced analytical capability with the ability to interpret complex data and assess operational and financial impact.
•  Strong communication and stakeholder management skills, with confidence to challenge constructively.
•  Commercially aware, resilient leader able to balance operational detail with strategic insight.
•  Experience supporting large scale service change or transformation.
•  High integrity and discretion when handling sensitive workforce, financial and operational data.
•  Experience within Social Housing or a similarly regulated environment.Desirable 
•  Experience working with Calabrio WFM solution or other similar products.
•  Familiarity with 8x8 CCaaS solution or other similar contact centre solutions.
•  Working knowledge of Salesforce CRM or similar products relating to case management and back-office working.