Strategic Workforce Planning Analyst

Intrum; Manchester; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Competitive salary

33 days holidays incl. bank holidays

Private medical insurance

Pension scheme

Birthday day off

Training and progression

Wellbeing discounts and assistance

Job summary

Intrum is seeking a proactive Resource Planning Analyst in Manchester to drive forecasting, capacity planning, and scheduling aligned with business demand. You will analyse data to guide hiring, training, and resource allocation while partnering with operational leaders to ensure customer outcomes align with FCA principles.

The role focuses on data-driven decision making, continuous improvement, and contributing to a high-performing workforce management function within a market-leading service

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.
• Proven ability to operate under pressure with conflicting priorities, tight deadlines and stakeholder needs.
• Strong analytical and numerical capability with attention to detail.
• A continuous improvement approach with a drive to optimise performance.
• Skilled in analysing and interpreting MI and data to proactively identify issues and drive effective 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 continuous 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 and planning discussions, providing insight and influencing decision-making.
• Identify opportunities to improve forecasting, planning, and scheduling processes
• Devoted to the FCA principle of Consumer Duty, by ensuring we are driving good customer outcomes across all aspects of services that have potential to impact our customers.

Skills

Forecasting

Scheduling

Data analysis

Workforce planning

Stakeholder management

WFM systems

Process improvement

Tools

Workforce management systems

Job description

Intrum is seeking a proactive Resource Planning Analyst in Manchester to drive forecasting, capacity planning, and scheduling aligned with business demand. You will analyse data to guide hiring, training, and resource allocation while partnering with operational leaders to ensure customer outcomes align with FCA principles.

The role focuses on data-driven decision making, continuous improvement, and contributing to a high-performing workforce management function within a market-leading service