Resource Planning Analyst

Overview

As a Resource Planning Analyst, you will forecast demand and translate it into staffing needs to keep operations ready and efficient. You’ll build capacity plans, create schedules, and monitor performance using data-driven insights to help the business stay ahead. You’ll collaborate with leaders to align plans with objectives and drive improvements in forecasting and scheduling processes. This role offers meaningful impact in a supportive, growth‑oriented culture and exposure to cross‑functional teams.

Pay / Benefits

• competitive salary
• 33 days holidays including bank holidays
• gadget schemes
• contributory workplace pension
• extra day for your birthday
• private medical insurance and life assurance

Responsibilities

• Forecast short-, mid-, and long-term demand using data and business insight
• Translate forecasts into clear resource requirements (FTE and skill mix)
• Build and maintain capacity plans to ensure optimal staffing
• Create and manage schedules, shift patterns, and rotas aligned to demand
• Monitor performance via variance analysis and reforecasting
• Provide data-driven recommendations on hiring, training, and resource allocation
• Maintain and optimise workforce management (WFM) systems
• Partner with operational leaders to align plans with business objectives
• Lead staffing and planning discussions and influence decision-making
• Identify opportunities to improve forecasting, planning, and scheduling processes

Key requirements

• Previous experience in resource planning, forecasting, or workforce management in a contact centre or operational environment
• Experience using workforce management systems and reporting tools
• Proven ability to build forecasts, schedules, and resource plans
• Proven ability to operate under pressure with conflicting priorities, tight deadlines and stakeholder needs
• Strong analytical and numerical capability with attention to detail
• Continuous improvement mindset with a drive to optimise performance
• Skilled in analysing and interpreting MI and data to proactively identify issues and drive effective solutions

• analytical thinking
• stakeholder management
• proactive problem-solving
• workforce management systems
• data analysis
• MI interpretation

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