Resource Planning Analyst

Stepchange; Ledston; On-site; GBP 29,000 - 38,000; Full time

Job summary

StepChange in Leeds or Newcastle is seeking a Resource Planning Analyst to help teams understand incoming work, headcount needs and where support is most needed. You will build schedules, monitor daily activity, and share clear information to enable better decisions.

With strong Excel skills and experience creating reports, you will explain data insights to stakeholders, collaborate with contact centres and operations, and contribute to improving planning tools and processes.

Qualifications

• Must be able to create clear reports from data and explain what the numbers mean.
• Strong Excel skills and experience building reports.
• Understanding of contact centres or operational performance measurement.

Responsibilities

• Build and update schedules to align demand with available staff.
• Monitor day-to-day activity and spot when changes are needed.
• Create reports and explain data insights to support decision making.
• Collaborate with teams to maintain service levels and improve planning processes.

Skills

Excel

Data analysis

Reporting

Tools

Genesys WFM

Power BI

Job description

Are you good with numbers, data and spotting what needs to happen next?

Do you like making sense of information and helping teams plan their day?

Can you explain what the numbers are showing in a way that helps people make decisions?

We're looking for a Resource Planning Analyst to help our teams understand what work is coming in, how many people we need, and where support is needed most. You'll use schedules, reports and live information to help make sure the right people are in the right place at the right time. Your work will help teams stay on track, solve problems quickly and give clients a better experience.

About the Role

You'll help our teams plan ahead, respond when things change, and make the best use of the people we have available. You'll create and update schedules, keep an eye on what is happening during the day, look at trends, and share clear information that helps teams understand what needs attention.

This role is a good fit for someone who enjoys working with information and people. You'll use planning tools, reports and conversations with teams to help keep service levels on track, deal with issues early, and support a better experience for colleagues and clients.

What you'll be doing

You'll build and update schedules that help match the work coming in with the people available to do it. This includes making changes for annual leave, training, business activity, team changes and other things that affect availability.

You'll keep track of how things are going throughout the day and help spot when something may need to change. This could include looking at queues, skills, overtime, time off, or moving support to where it is needed most.

You'll also create reports and explain what the information is telling us. By spotting patterns and understanding why things happen, you'll help teams make better decisions and find ways to improve.

About You

You'll be someone who enjoys working in a busy team, where being accurate, organised and able to think things through really matters. You'll like looking at data, spotting what stands out, and explaining it in a way that helps others know what to do next.

You'll be comfortable talking to different teams, explaining planning decisions clearly, and asking helpful questions when something does not look right. You'll care about providing reliable information and making sure key planning processes are followed properly.

You'll also be someone who looks for better ways of doing things, whether that is improving reports, making planning easier, using systems more effectively, or supporting others in the Resource Planning team.

You will bring

Experience creating reports and explaining what the information means.

Strong Microsoft Excel skills, including working with data and building reports.

Good number skills and the ability to solve problems.

An understanding of how contact centres or operational teams measure performance.

The ability to manage different tasks in a busy environment.

The ability to turn detailed information into clear, useful advice.

Confidence working with different teams and building good relationships.

Confidence explaining what data is showing and what action may be needed.

The confidence to speak up and ask questions in a helpful way.

Good attention to detail, organisation and planning skills.

If you have used Genesys workforce management tools, Power BI or other reporting tools before, this experience would be of added benefit in the role. Experience in a team that handles different types of work, or works in a regulated environment, would also be useful.

Equality, Diversity and Inclusion

We want everyone to feel that they belong and can be themselves at work. We're committed to building a team that reflects the different clients and communities we support.

We welcome applications from people with different backgrounds and experiences. If you need any support or adjustments during the recruitment process, please let us know and we'll do what we can to help.

Location: Leeds or Newcastle

Hours: 35 hours per week.

Shift pattern: Monday to Friday, between 8am and 8pm and Saturdays between 9am and 2pm

Contract type: Permanent.

Travel: Occasional travel to our Leeds office once a quarter