Strategic Workforce Planner & Forecasting Analyst

Intrum; England; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

33 days holidays incl. bank holidays

Pension scheme

Private medical insurance

Job summary

Intrum seeks a proactive Resource Planning Analyst to drive forecasting, scheduling, and capacity planning across customer operations in a highly international environment. You will collaborate with operational leaders to align plans with business objectives and support informed decision-making.

In this role you will forecast demand, build resource plans, and maintain WFM systems, while identifying opportunities to improve processes and deliver good customer outcomes in line with FCA principles.

Qualifications

• 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 operate under pressure with conflicting priorities and deadlines.
• Strong analytical and numerical capability with attention to detail.
• Continuous improvement mindset to optimise performance.
• Ability to analyse MI and data to identify issues and drive solutions.

Responsibilities

• Forecast short, medium, and long-term demand using data, trends, and business insight.
• Translate forecasts into clear resource requirements (FTE and skill mix).
• Build and maintain capacity plans to ensure optimal 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 (WFM) systems.
• Partner with operational leaders to align plans with business objectives.
• Lead staffing discussions and influence decision-making.
• Identify opportunities to improve forecasting, planning, and scheduling processes.
• Ensure consumer duty guidelines are reflected in customer outcomes.

Skills

Resource planning

Forecasting

WFM experience

Data analysis

Analytical skills

Stakeholder management

Tools

Workforce management systems

Reporting tools

Job description

Intrum seeks a proactive Resource Planning Analyst to drive forecasting, scheduling, and capacity planning across customer operations in a highly international environment. You will collaborate with operational leaders to align plans with business objectives and support informed decision-making.

In this role you will forecast demand, build resource plans, and maintain WFM systems, while identifying opportunities to improve processes and deliver good customer outcomes in line with FCA principles.