Resource Planning Analyst

South West Water Limited; Exeter; On-site; GBP 34,000 - 42,000; Full time

Benefits offered by this job

Competitive Salary

Annual Bonus Scheme

Pension Scheme

Healthcare Benefits

Employee Discounts

Annual Leave

Job summary

South West Water Limited, Exeter HQ, is seeking a proactive Resource Planning Analyst to join the Workforce Planning & Reporting team. You will produce demand forecasts, create schedules, monitor intraday performance and provide management information to support operational decisions.

The role requires strong Excel skills, experience in forecasting and capacity planning in a contact centre or similar environment, and excellent stakeholder communication.

Qualifications

• Experience in forecasting, capacity planning, scheduling and real-time management.
• Strong analytical and problem-solving skills.
• Advanced Microsoft Excel skills and confidence with large data sets.
• Experience producing and interpreting management information and performance reports.
• Excellent stakeholder management and communication skills.
• Ability to prioritise effectively in a fast-paced operational environment.
• Desirable Experience using workforce management tools is a plus.
• Experience with Power BI or other reporting tools.
• Knowledge of SQL, DAX or Power Query.
• Understanding of contact centre performance drivers and workforce management best practice.

Responsibilities

• Produce accurate demand forecasts and capacity plans to support operational performance.
• Create and maintain workforce schedules that optimise service levels and resource utilisation.
• Monitor real-time performance and manage risks through effective intraday planning.
• Deliver management information, reporting and analysis to support business decision-making.
• Identify trends, performance variances and opportunities for continuous improvement.
• Build strong relationships with stakeholders and provide workforce planning expertise.
• Support workforce management systems, processes and planning governance.
• Drive improvements in forecasting accuracy, scheduling effectiveness and operational efficiency.

Job description

Powered by Water, Driven by Purpose

South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK's most stunning landscapes.

We're proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we're working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.

Whether you're starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.

Resource Planning Analyst Location: Exeter HQ

Department: Workforce Planning & Reporting

Working Pattern: Monday to Sunday, operating between 07:00 and 22:00 on a rotational shift basis

About the Role

We're looking for a proactive and analytical Resource Planning Analyst to join our Workforce Planning & Reporting team.

Key Responsibilities

• Produce accurate demand forecasts and capacity plans to support operational performance.
• Create and maintain workforce schedules that optimise service levels and resource utilisation.
• Monitor real-time performance and manage risks through effective intraday planning.
• Deliver management information, reporting and analysis to support business decision-making.
• Identify trends, performance variances and opportunities for continuous improvement.
• Build strong relationships with stakeholders and provide workforce planning expertise.
• Support workforce management systems, processes and planning governance.
• Drive improvements in forecasting accuracy, scheduling effectiveness and operational efficiency.

About You

You'll have experience within Workforce Management, Resource Planning or a similar analytical role, ideally within a contact centre environment.

Essential Skills & Experience

• Experience in forecasting, capacity planning, scheduling and real-time management.
• Strong analytical and problem-solving skills.
• Advanced Microsoft Excel skills and confidence working with large data sets.
• Experience producing and interpreting management information and performance reports.
• Excellent stakeholder management and communication skills.
• Ability to prioritise effectively in a fast-paced operational environment.

Desirable Experience

• Desirable Experience using Amazon Connect Workforce Management, NICE, Verint, Genesys or Calabrio.
• Experience with Power BI or other reporting tools.
• Knowledge of SQL, DAX or Power Query.
• Understanding of contact centre performance drivers and workforce management best practice.

As our Resource Planning Analyst, you'll enjoy:

• Competitive Salary - Based on experience and skills
• Annual Bonus Scheme - Recognising company performance
• Pension Scheme - Helping you plan for your future
• Healthcare Benefits - Access to employee assistance programs
• Employee Discounts - On various products and services
• Annual Leave - Take time to recharge with our holiday entitlement

Closing Date: 20th October 2026

Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.

Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.

Our core values, which are essential to our success, are:

• Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
• Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
• Be the Future - Embrace change. Drive Progress. Own the challenge.