Resource Planner

We exist to make migration easy.

A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the why, dismantle assumptions, and always take action to build a better way.

A Marshmallow career is built on a cycle of continuous growth, with learning at its core. You will be challenged to raise the bar on your capabilities and supported with the right tools and guidance to do so. This ensures you can deliver impactful work and drive change.

If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more.

Move our mission, and your career, forward.

• 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.
  

• 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.
  

This role is pivotal in connecting data, people, and planning. By ensuring our workforce plans are accurate, flexible, and aligned with strategic objectives, you’ll directly impact service performance, employee experience, and overall business efficiency.

• Hybrid working - Spend 3 days a week with your team in our collaborative London office 🏢

• Competitive bonus scheme - designed to reward and recognise high performance 🌟

• Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes 💰

• Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years 🏝️

• Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office 🛫

• Mental wellbeing support – Access therapy and mental health sessions through Oliva 💚

• 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 🤓

• Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches 🏥

• Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)

• Tech scheme - Get the latest tech for less 🖥

Plus all the rest; 25 days holiday (+ bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!

We break it up into 3 stages:

• An interview with one of the Talent Acquisition Team member (35mins)

• A Past Experience interview where we will discuss your previous and technical experience with our hiring manager (1 hour)

• A Technical Interview with a senior member of the business, please be prepared to tackle an at-home challenge for this call (1,5 hours)

To meet our regulatory obligations as an FCA-authorised financial services company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. Feel free to ask our Talent Acquisition team if you have any questions about this!
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At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.