Manchester – Tyco Park | Full-Time
We are looking for a Resource Planner to support operational teams across Front Office, Back Office, and Field Services. In this role, you'll help ensure the right resources are available at the right time, balancing customer demand, service levels, and operational efficiency.
You'll play a key role in workforce planning, real-time performance monitoring, scheduling, and stakeholder engagement to help deliver exceptional customer service and achieve business KPIs.
What you'll do
Monitor resource requirements and workforce performance against forecasts
Create and maintain staff schedules to maximise efficiency and utilisation
Manage offline activities, holiday requests, and shift changes
Monitor service levels and identify risks, shortfalls, and improvement opportunities
Support real-time workforce management and resource allocation
Update and maintain workforce management (WFM) systems
Work closely with operational stakeholders to ensure service targets are achieved
Participate in governance meetings and provide planning insights and recommendations
What we're looking for
Must-Have
Experience within a Contact Centre, Processing, Field Services, or Resource Planning environment
Strong analytical and problem-solving skills
Excellent organisational and decision-making abilities
Strong communication and stakeholder management skills
Ability to work effectively in a fast-paced team environment
Show the full description
Nice-to-Have
Experience using Workforce Management tools such as NICE, Verint, Alvaria, or EG Solutions
Experience with telephony platforms such as NICE, AWS, or Avaya
Strong Excel skills
What we offer
Competitive Salary: Reflecting your skills and experience
Generous Leave: 25 days annual leave (pro-rated in hours)
Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave
Comprehensive Benefits
o Pension plan (up to 7% employer match)
o Life assurance
o Employee assistance program
o Referral scheme
Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
Career Development: Extensive growth and advancement opportunities
Free Onsite Parking: Hassle-free commuting
Dress Down Fridays: Casual attire to wrap up the week
About Johnson Controls
Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.
For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.
#LI-MS2
#LI-Onsite
