Resource Planning Segment Lead

Job Description:

Resource Planning Segment Lead

Bupa Place, Salford - Angel Court, London - Willow House, Staines - Victory House, Brighton - Kirkstall Forge, Leeds

Permanent

​Hybrid working options

Full Time (37.5 hours) per week
Salary £41,700 - £52,100 DOE and location+ Fantastic Benefits

Role Overview

About the Role
Are you passionate about delivering exceptional customer experiences while ensuring workforce engagement? We’re looking for a Resource Planning Segment Lead to join our team and take ownership of resource planning for our evolving contact centre operations.

In this role, you’ll lead a team to translate demand forecasts into efficient resource plans up to 6 weeks ahead, ensuring optimal service levels across multiple skills, functions, and channels. You’ll design innovative resourcing solutions, represent Resource Planning in key operational meetings, and build strong relationships with senior stakeholders and external partners.

What You’ll Do

• Lead a team of Resource Planning Analysts to deliver accurate supply and demand plans up to 6 weeks out.
• Translate demand forecasts into efficient resource plans across multiple segments, channels, and skills.
• Design innovative resourcing solutions to optimise service levels and workforce engagement.
• Represent Resource Planning in key operational meetings, building strong relationships with senior stakeholders and external partners.
• Provide insights and forecasts on productivity, utilisation, recruitment, and attrition.
• Identify risks to service delivery and propose proactive solutions.
• Drive continuous improvement in planning processes and outputs, challenging the status quo.

What We’re Looking For

• Strong understanding of Resource Planning principles and the planning lifecycle.
• Experience in scheduling within complex, regulated environments.
• Proven ability to lead and coach teams, peers, and stakeholders.
• Skilled in influencing and engaging cross-functional teams.
• Analytical mindset with the ability to draw insights from data and communicate effectively.
• Experience working with WFM tools and improving planning processes.

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social, and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• 25 days holiday, increasing through length of service, with option to buy or sell

• Bupa health insurance as a benefit in kind

• An enhanced pension plan and life insurance

• Annual performance-based bonus

• Onsite gyms or local discounts where no onsite gym available

• Various other benefits and online discounts

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve.  That’s why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them. 

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