Resource Planning Analyst

Career Choices Dewis Gyrfa Ltd; West Kirby; Hybrid; GBP 35,000; Full time

Job summary

A dynamic solutions team based in the UK is seeking a Resource Planning Analyst to join their Outperform Solutions Team. In this hybrid role, you will be responsible for forecasting, reporting, and workforce management that supports operational performance. The ideal candidate will have a strong understanding of planning methodologies, excellent analytical skills, and proficiency in Microsoft Excel. The position offers a competitive salary of £35,000 per annum along with a comprehensive benefits package including a contributory pension scheme and employee wellness programs.

Benefits

Contributory pension scheme

Training and development opportunities

Employee Assistance Programme

Discounts with retailers

ShareSave scheme

Charity support and volunteering days

Qualifications

• Strong understanding of planning principles and methodologies such as Erlang, Workload, and Shrinkage.
• Excellent analytical thinking with cost-effective recommendations.
• Confidence with Microsoft Office, particularly Excel.

Responsibilities

• Develop and maintain forecasting models and capacity plans.
• Monitor call patterns and staffing levels for improvements.
• Manage WFM systems ensuring data accuracy.

Skills

Planning principles

Analytical thinking

Microsoft Office proficiency

Organisational skills

Communication skills

Tools

Excel

WFM systems (e.g., Teleopti)

Job description

Hybrid Working £35,000 per annum benefits Full-time, Permanent Ready to make an impact?

Overview

As a Resource Planning Analyst in our Outperform Solutions Team, you’ll play a key role in supporting accurate forecasting, reporting and scheduling that helps us meet customer and business needs.

You’ll provide trusted analysis and recommendations, directly influencing performance across our contracts.

Responsibilities

• Develop, deliver and maintain forecasting models, capacity plans, schedules, and performance packs that support the achievement of service levels and targets.
• Monitor day-to-day call patterns, staffing levels, adherence and service deviations, making recommendations for improvements.
• Manage workforce management (WFM) systems, ensuring data accuracy, process adherence and up-to-date staff information.
• Own, build and publish staff schedules, proactively reviewing shifts to optimise service and performance.
• Produce accurate and timely reporting at daily, weekly, monthly and ad-hoc levels, supporting both operational and senior management decision-making.
• Maintain strong relationships with operational and intraday teams, acting as a trusted partner and providing regular commentary and insights.

Qualifications

• A strong understanding of planning principles and methodologies such as Erlang, Workload and Shrinkage.
• Excellent analytical thinking, with the ability to provide cost-effective recommendations that add value.
• Confidence with Microsoft Office, particularly Excel, and experience working with WFM systems such as Teleopti / Time 2 Work.
• Strong organisational skills, with the ability to manage multiple priorities and deliver against deadlines.
• Excellent communication skills, with the ability to collaborate effectively across all levels of management, colleagues and clients.

Benefits

Because this is a place for you Our people are integral to everything we do. That’s why our benefits are designed to put you first:

Pension: Up to 6% contributory pension scheme

Training and development: A wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.

Health and wellbeing: 24/7 Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.

Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.

ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.

Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.

Charity: Support a charity or organisation with a paid volunteering day each year.

You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.

Proud member of the Disability Confident employer scheme

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