Orbit Group

About the Company

One of the UK’s leading not-for-profit housing groups, Orbit was established in 1967 by two people on a park bench contemplating how to tackle homelessness.

Our purpose today is every bit as important as it was when Orbit was founded. We now manage around 47,000 affordable homes in the Midlands, East and South East, and build around 1,000 new affordable homes every year.

Our aim is to ensure the homes we provide and the places we create are good quality, affordable and safe, and we reinvest our surplus to improve the quality of our homes, services and our communities, and provide more much needed affordable housing.

Follow us for the latest updates on our homes, communities, and career opportunities.

Listed Jobs

Company Name

Orbit Group

Job Title

Resource Planning Manager

Job Description

**Job title** Resource Planning Manager (Interim) **Role Summary** Lead a resource planning team within the Customer Care Contact Centre, driving effective forecasting, scheduling, utilisation, and workforce optimisation to meet departmental and business SLAs. Provide analytical insights, performance reporting, and strategic recommendations for operational efficiency and cost control. **Expectations** - Deliver accurate short‑to‑long term staffing forecasts and utilisation plans. - Maintain SLA compliance and support continuous improvement of quality and performance metrics. - Engage with internal and external stakeholders to understand regulatory impacts and service demands. - Own headcount modelling, recruitment support, and shift planning for 8am‑8pm coverage. - Execute root‑cause analysis on service issues and recommend mitigation actions. - Provide monthly performance reports, variance analyses, and scenario “what‑if” studies to leadership. **Key Responsibilities** - Manage and develop a Resource Planning team, embedding performance & quality frameworks. - Forecast staffing needs, plan schedules, and monitor utilisation, shrinkage, and budget utilisation. - Analyse actual vs. forecast performance; incorporate learning into re‑forecasting cycles. - Prepare and present MI dashboards, KPI reports, and trend analyses to the Head of Customer Care. - Conduct stakeholder meetings, translating statutory and regulatory requirements into operational plans. - Lead root cause investigations for service variances and propose corrective actions. - Own the organisational headcount model and collaborate with recruitment to fill gaps. - Serve as the primary point of contact for Workforce Management support across the centre. **Required Skills** - Proficiency in resource planning methodologies for complex environments. - Experience in workforce planning, optimisation, and scheduling for front‑ and back‑office operations. - Advanced Microsoft Excel and Office suite skills; data presentation and analysis expertise. - Working knowledge of telephony applications and workforce management systems in call‑centre settings. - Strong analytical, problem‑solving, and business‑impact communication skills. - Ability to work flexible hours and shifts (8 am – 8 pm) as required. - Demonstrated capability to manage performance metrics and KPI development. **Required Education & Certifications** - Bachelor's degree in Business Administration, Operations Management, Human Resources, or related field (preferred). - No mandatory certifications; certifications in Workforce Management, call‑centre operations, or related disciplines are advantageous.

Coventry, United kingdom

Hybrid

03-12-2025