The Forum · 1 day ago
Resource Planner
London, OR
Full-time
Hybrid
Mid LevelMarshmallow is a company dedicated to simplifying migration. They are looking for a highly analytical and detail-oriented Resource Planner to join their Workforce Management team, responsible for forecasting, capacity planning, and schedule optimisation to align staffing levels with customer demand and support business growth.
Training
Responsibilities
Develop accurate short, medium, and long term forecasts and capacity models for contact volumes, workload, and staffing across multiple channels (voice, chat, email, and back office)
Analyse historical data, trends, seasonality, and business drivers to predict demand and plan resources effectively
Build and maintain capacity models that determine staffing requirements, hiring timelines, and resource allocation
Monitor forecast accuracy, conduct variance analysis, and make data-driven recommendations to continuously improve planning models
Partner with Operations, HR, Finance, and Leadership to align hiring, budgets, and capacity plans with forecasted demand
Model the impact of new products, processes, or marketing initiatives on workload and headcount needs
Design, manage, and optimise shift patterns, ensuring flexibility and fairness across teams while maintaining service level performance
Lead domain-level planning such as holiday allocation, flexible working requests, and rotation reviews
Evaluate shift offerings to support employee engagement and flexible working goals, balancing coverage with wellbeing
Execute “what-if” scenario planning within WFM tools and Google Sheets to assess the impact of schedule or demand changes
Own WFM backend configuration for your domain (service goals, queues, mappings, and agent hierarchies)
Ensure accuracy of data flows between WFM systems, CRM, and BI tools for reliable reporting
Drive automation initiatives and efficiency improvements through better tool utilisation (we currently use Assembled)
Support integration with BI tools such as Looker, BigQuery, and SQL to centralise data and reporting
Produce regular capacity, performance, and forecast accuracy reports with actionable insights
Translate complex data into clear, meaningful recommendations for leadership and operational teams
Use advanced Google Sheets and/or Excel capabilities (formulas, pivot tables, dashboards) to analyse and visualise workforce trends
Partner with Data and Product Engineering to demystify KPI calculations and improve data quality
Support leadership in strategic planning, budgeting, and resource decision-making
Collaborate cross-functionally with Operations, Strategy, Delivery, and Product teams to ensure new business areas and initiatives are properly scoped and resourced
Track the success and implementation of forecast and capacity changes, validating that outcomes meet business objectives
Stay current on WFM best practices, emerging technologies, and industry benchmarks to continuously improve planning and scheduling
Qualification
Required
Proven experience in Workforce Management, Resource Planning, or Capacity & Forecasting, ideally within a customer operations environment
Strong analytical skills with the ability to interpret complex data and translate it into actionable plans
Advanced proficiency in Google Sheets/Excel; confident using Looker, BigQuery, SQL, or similar tools
Experience working with WFM systems (Assembled experience a plus)
Excellent communication and stakeholder management skills across multiple teams and time zones
A proactive, organised, and adaptable approach to changing priorities and fast-paced environments
Strong understanding of contact centre or operations planning principles, including SLA management, shrinkage, and scheduling optimisation
Collaborative and values-driven mindset, committed to continuous improvement and supporting team and business success
Benefits
Flexi-office working – Spend at least 2 days a week with your team in our Budapest office. The rest is up to you!
Competitive bonus scheme - designed to reward and recognise high performance
Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset
Mental wellbeing support – Access therapy and mental health sessions through Oliva
SZÉP card - Budget to spend on meals, leisure and accommodation
Medicover Blue package - An exclusive pass to top-notch healthcare services
All You Can Move membership OR Monthly BKK pass - Unleashing your inner fitness guru or having a hassle-free commute - we've got you covered!
Plus a monthly team social budget, bi-weekly office lunches and Office tea, coffee and snacks!
Company
The Forum
As the independent industry body promoting effective resourcing and planning in the contact centre industry
Founded in 2000
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase