Resource Planner

About Marshmallow

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.

We are seeking a highly analytical, detail-oriented, and proactive Resource Planner to join our Workforce Management team. This role combines short, medium, and long term forecasting, capacity planning, and schedule optimisation to ensure the right people are in the right place at the right time. You’ll play a key role in aligning staffing levels with customer demand, optimising efficiency, and supporting business growth while balancing service levels, employee wellbeing, and cost optimisation.

We are not in a position to offer sponsorship and/or a visa for this position.

• 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(like Assembled) 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, Big Query, 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…