Resource Planning Analyst

StepChange Debt Charity; Leeds; On-site; GBP 32,000 - 45,000; Full time

Job summary

StepChange Debt Charity is seeking a Resource Planning Analyst to help teams anticipate workload, plan headcount, and allocate resources across Leeds and Newcastle. You’ll build schedules, monitor real-time activity and share clear information to keep service levels on track.

The role focuses on turning data into actionable insights using Excel, reports and planning tools, with a collaborative approach across teams.

Qualifications

• Experience creating reports and explaining what the information means.
• Strong Excel skills and ability to build reports.
• Good number skills and problem solving.
• Understanding of how contact centres measure performance.
• Ability to manage multiple tasks in a busy environment.
• Ability to turn detailed information into clear, useful advice.

Responsibilities

• Build and update schedules to match work coming in with available people.
• Monitor day-to-day activity and spot when changes are needed (leave, training, activity).
• Create reports and explain what the data shows to help teams decide and improve.
• Explain planning decisions clearly to different teams and ask helpful questions when needed.

Skills

Excel skills

Power BI

Data analysis

Reporting

Cross-team communication

Tools

Genesys workforce management

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.
• Good Microsoft Office 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