Resource Planner Jobs

Are you analytical, detail-focused, and skilled at optimising efficiency across fast-paced environments? Resource Planner jobs play a key role in ensuring that contact centres and office support teams are properly staffed to meet customer demand and business goals.

At Stafffinders, we recruit experienced Resource Planners for a variety of organisations across Glasgow, Edinburgh, and throughout Scotland. Whether you’re an expert in workforce management systems or looking to take the next step in your contact centre operations career, we’ll help you find the right opportunity.

What Does a Resource Planner Do?

In the modern contact centre environment, Resource Planners are vital to maintaining smooth operations and ensuring that the right people are available at the right time. They work closely with operations managers and team leaders to forecast demand, schedule shifts, and optimise workforce performance across multiple communication channels, including phone, email, social media, and live chat. Typical responsibilities include:

• Creating accurate forecasts of customer demand across various channels.

• Developing and maintaining staffing schedules to ensure adequate coverage.

• Monitoring contact volume trends and tracking performance metrics.

• Producing reports and insights to help teams achieve service-level targets.

• Managing resource allocation for inbound and outbound calls, emails, webchat, and training.

• Establishing and maintaining performance KPIs and reporting dashboards.

• Communicating shift schedules and changes to staff in a timely manner.

• Supporting strategic decision-making around workforce planning and optimisation.

This role requires a combination of data analysis, strategic thinking, and excellent communication skills, making it an exciting opportunity for those who enjoy balancing numbers with people management.

Skills and Experience Required for Resource Planner Jobs

To excel in a Resource Planner role, candidates should possess a mix of analytical expertise, operational awareness, and interpersonal skills.

Key requirements include:

• A minimum of 2 years’ experience in resource planning, ideally within a contact centre or field-based team environment.

• Proficiency with workforce management systems and data analysis tools.

• Strong organisational and problem-solving skills.

• Excellent communication and interpersonal abilities.

• Confidence in producing accurate forecasts and performance reports.

• The ability to work under pressure while maintaining accuracy and attention to detail.

• A collaborative mindset, with the ability to work cross-functionally with operations and HR teams.

A background in contact centre management, office support operations, or business analysis is highly beneficial for candidates pursuing Resource Planner jobs.

Working Hours and Environment

Resource Planner jobs are typically full-time positions based in office or hybrid working environments, depending on the employer. Standard working hours are usually Monday to Friday, though flexibility may be required to accommodate operational peaks or shift pattern reviews.

Most roles are based in contact centres, corporate offices, or customer service hubs, offering a professional and dynamic setting where no two days are the same.

Career Progression Opportunities

A career as a Resource Planner provides a strong foundation for advancement within operations management or contact centre leadership. With experience and further training, professionals can progress to roles such as:

• Workforce Planning Manager

• Operations Analyst

• Contact Centre Manager

• Business Performance Manager

These roles often come with broader strategic responsibilities, including leading planning teams and driving operational excellence across large-scale organisations.

Ready to take the next step in your office support or contact centre career? Discover Resource Planner jobs in Scotland with Stafffinders today.