Strategic Workforce Planner

Intrum; Glasgow; On-site; GBP 35,000 - 55,000; Full time

Benefits offered by this job

33 days holidays

Pension scheme

Private medical insurance

Wellbeing programs

Job summary

Intrum in the United Kingdom is hiring a proactive Resource Planning Analyst based in Glasgow. You will forecast demand, translate forecasts into capacity plans, build schedules, and monitor performance to ensure efficient customer operations.

You will partner with operational leaders, use MI/data to drive improvements, and influence decision-making. This role supports Consumer Duty by helping deliver good outcomes for customers and stakeholders.

Qualifications

• Previous experience in resource planning, forecasting, or workforce management within a contact centre or operational environment.
• Experience using workforce management systems and reporting tools.
• Proven ability to build forecasts, schedules, and resource plans.
• Ability to work under pressure with conflicting priorities and tight deadlines.
• Strong analytical and numerical capability with attention to detail.
• Continuous improvement mindset with drive to optimize performance.
• Ability to analyse MI/data to identify issues and drive solutions.

Responsibilities

• Forecast short, medium, and long-term demand using data and business insight.
• Translate forecasts into clear resource requirements (FTE and skill mix).
• Build and maintain capacity plans to ensure staffing levels.
• Create and manage schedules, shift patterns, and rotas aligned to demand.
• Monitor performance through variance analysis and reforecasting.
• Provide data-driven recommendations on hiring, training, and resource allocation.
• Maintain and optimise workforce management systems.
• Partner with operational leaders to align plans with business objectives.
• Lead staffing and planning discussions and influence decisions.
• Identify opportunities to improve forecasting, planning, and scheduling processes.

Skills

Forecasting

Resource planning

Workforce management

Data analysis

Stakeholder management

Continuous improvement

Tools

Workforce management software

Job description

Intrum in the United Kingdom is hiring a proactive Resource Planning Analyst based in Glasgow. You will forecast demand, translate forecasts into capacity plans, build schedules, and monitor performance to ensure efficient customer operations.

You will partner with operational leaders, use MI/data to drive improvements, and influence decision-making. This role supports Consumer Duty by helping deliver good outcomes for customers and stakeholders.