Resource Planning Manager – Contact Centres

Job Description:

Job Details

Hours: Full time, 37.5 per week, Monday - Friday

Location: Crawley or Swansea (hybrid 3x on site per week with occasional travel to our other customer centre site)

Contract: Permanent

Closing Date: 22nd February

In a nutshell

As the Manager – Contact Centre Resource Planning, this role is responsible for balancing the supply and demand needs across the Virgin Atlantic and Virgin Atlantic Holidays Contact Centres, as well as our Customer Care department. This role is responsible for ensuring the availability, allocation, and optimisation of resources in real time & long term – including setting overtime parameters and rates to support operational efficiency and meet business requirements.

Responding promptly to demand fluctuations, coordinating with cross-functional teams, and making quick adjustments to resource allocation. This position is essential for ensuring excellent customer service delivery with operational standards. Analysing performance, conducting root cause diagnostics, and overseeing the team’s real time analysis to enhance strategy and daily operations. The role fosters collaboration with key stakeholders, making recommendations to the Customer Centre Leadership Team.

Day to day

Lead the Resource Planning team to ensure optimal resource allocation and availability (team up to 12 heads).
Regular written & verbal communication with VP’s, Heads of and Managers around the business.
Respond promptly to demand fluctuations and make quick adjustments to resource allocation.
Monitoring workforce costs to identify opportunities for savings, ensuring that resources align with budgeted forecasts. Analyse performance, conduct root cause diagnostics, and oversee real-time analysis to enhance strategy and daily operations.
Collaborating with operational teams to balance short-term staffing needs with long-term workforce strategies.
Prepare and present performance reports to senior management.
Leverage data analytics to inform workforce strategies and provide actionable insights.
Monitor workforce costs and implement cost-effective staffing solutions.
Ensure adherence to industry regulations, company policies, and quality standards.
Oversee call queues and service levels in real-time, reallocating resources as needed.
Support employee engagement and retention through fair scheduling practices.
Dissect raw performance data and build relevant presentation decks.

About you

Strong and proven background in resource management, workforce planning, or similar people planning or roster tools.
Experienced in managing Contact Centre resourcing planning and end to end planning cycles.
Proficient in using Excel, including Pivot tables, Formulas and Data Manipulation.
Strong analytical skills to track data and manage spend.
Ability to travel between our two customer centre sites across Crawley or Swansea
Outside the box thinker. Skilled at proposing new and fresh ideas to enhance processes and procedures.

Our recipe for leadership

At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here

Be yourself

Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.

To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, (recruitmentfly.virgin.com) feeling confident that we’ve got your individual considerations covered.

Job Ident #: 2522

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en

Virgin Atlantic uses a mixed fleet of Airbus and Boeing wide-body aircraft and operates to destinations in North America, the Caribbean, Africa, the Middle East and Asia from its main hub at London–Heathrow, and its secondary hub at Manchester

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Job Info

Location

Crawley, England United Kingdom, International, United Kingdom

Type

Permanent

Company Details

Virgin Atlantic

Fleming Way
Crawley, England United Kingdom, International RH10 9DF International
www.virginatlantic.com/us/en