Resource and Planning Manager

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

This is the role that gives Customer Operations the planning and control layer it doesn’t have today. The Resource & Planning Manager owns workforce forecasting, planning and intraday management for the UK – making sure we have the right people, in the right place, at the right time to meet SLA and deliver for our customers.

• A self-starter. Comfortable building the planning capability from the ground up, without waiting for perfect tooling.
• A forecasting & planning owner. Turns demand, workload and shrinkage into clear resource plans and FTE requirements.
• Hands-on with data. Fluent in Excel and Salesforce today; ready to lead the move to dedicated WFM tooling tomorrow.
• A finance partner. Keeps resource plans aligned to budget and explains forecast versus actual with confidence.
• A risk-spotter. Flags SLA and capacity risk early, so the operation plans ahead instead of recovering.

• Build and maintain demand forecasts, and convert workload into clear FTE requirements.
• Model capacity against demand, shrinkage, absence, overtime and backlog exposure.
• Produce planning recommendations and scenarios that give leadership clear, early choices.

• Manage intraday capacity and short-term service risk, reallocating resource to protect SLA.
• Track sickness, shrinkage, holiday and overtime impact, and act before service deteriorates.
• Support leave approvals and denials based on real operational capacity.

• Own operational reporting (daily, weekly, monthly) and build trusted, role‑specific views for ELT, managers, team leaders and individuals.
• Standardise KPI definitions and the logic behind them, so the operation works from one version of the truth.
• Turn data into early‑warning insight, not after‑the‑fact explanation.

• Work closely with Finance to align workforce assumptions to cost and budget.
• Track and explain budget versus actual spend, headcount and overtime, month on month.
• Improve forecast accuracy and keep resource cost visible and controlled.

• Run planning hands‑on in Excel, Salesforce and other manual data sources in the short to medium term.
• Lead the selection, implementation and embedding of dedicated WFM tooling as it is introduced.
• Improve data accessibility and consistency as tooling matures (e.g. Power BI / BI dashboards).

• Move the UK operation from reactive recovery to forward‑looking, planned control.
• Create repeatable planning standards, methods and governance that others can follow.
• Build a stable, documented UK foundation that can scale into France and Spain.

In this role, you will have made the following true:

• Resourcing and SLA risks are flagged early – and acted on before they become backlog.
• Backlog, reactive overtime and firefighting reduce materially.
• Forecasts are trusted and accurate, with a clear view of forecast versus actual.
• Reporting and KPIs are standardised, and decisions are made from one version of the truth.
• Finance has clear, month‑on‑month visibility of resource cost against budget.
• WFM tooling is selected and embedded, reducing manual effort and improving accuracy.
• The UK model is stable and documented, ready to scale to France and Spain.

• Strong workforce management (WFM) / resource planning background in a customer operations or contact‑centre environment.
• Proven expertise in forecasting and capacity planning – translating demand and workload into FTE requirements.
• A genuine self‑starter who can build…