Resource Planning & Capacity 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

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.