Workforce Analyst

JR United Kingdom; Newcastle upon Tyne; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Real Time and Planning Analyst to enhance their contact centre operations. This role involves forecasting, scheduling, and monitoring resources to ensure efficiency and performance. The ideal candidate will thrive in a fast-paced environment, utilizing strong analytical skills to interpret data and make informed staffing decisions. With a commitment to employee well-being and development, this innovative firm offers a supportive culture and numerous perks, making it a fantastic opportunity for those passionate about analytics and operational excellence.

Benefits

Employee Assistance Programme

50% Holiday Discount

30% Team Member Discount

Discounts on Meal Kits

Discounts at Local Gyms

Qualifications

• Proven experience in workforce planning, preferably in a contact centre environment.
• Strong analytical and data interpretation skills.
• Excellent attention to detail when working with time-sensitive data.

Responsibilities

• Resource Planning and Monitoring to ensure smooth operations.
• Real-Time Monitoring and Tactical Planning across teams.
• Collaboration for effective resource deployment.

Skills

Workforce Planning

Analytical Skills

Data Interpretation

Excel Proficiency

Communication Skills

Tools

Verint

Genesys

Job description

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Workforce Analyst, newcastle-upon-tyne, tyne and wear

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Client:

Parkdean Resorts

Location:

newcastle-upon-tyne, tyne and wear, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

4

Posted:

28.04.2025

Expiry Date:

12.06.2025

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Job Description:

6 month FTC

As our Real Time and Planning Analyst, you’ll be at the heart of our contact centre operations -forecasting, scheduling, and monitoring resources to keep everything running smoothly. You’ll dive into call volume trends, make real-time staffing decisions, and collaborate across teams to drive performance and efficiency.

If you're passionate about analytics, thrive in a fast-paced environment, and love turning data into action - this is the role for you.

So, why Parkdean Resorts?

Well, besides the one-of-a-kind team culture, stunning locations across the UK, and the chance to work with the UK's largest holiday park organisation, we can offer:

• The chance to develop your skills and boost your career across our 66 parks – as one of the best in the biz when it comes to apprenticeships, we’ve got your back when it comes to training!
• You’re never on your own with our Employee Assistance Programme! It comes with a 24/7 confidential helpline for counselling and support - because your wellbeing is our top priority.
• A 50% discount for you and a 25% discount for friends and family when booking your holiday with us.
• A team member discount of 30%, available on everything from fabulous food to delicious drinks and even our fun leisure activities.
• Score awesome discounts! From tasty meal kits like Hello Fresh to your favourite local gyms, we’ve got deals on lots of brands just for you.

We want to be a force for good and caring for our parks, people, and planet is a natural component of the way we do business. We celebrate our people, communities and natural environment, enabling us to enhance the amazing memories we create for many years to come.

What you will be doing...

• Resource Planning and Monitoring
• Activity Planning
• Holiday Management
• Collaboration and Tactical Planning
• Resource Deployment
• Workforce Analysis
• Real-Time Monitoring
• Planning Framework
• Security Compliance
• Exception Management

Some of the skills and experience we are looking for:

• Proven experience in workforce planning, preferably in a contact centre environment.
• Strong analytical and data interpretation skills.
• Experience with data collation and workforce management systems. Proficiency with workforce management tools (e.g., Verint, Genesys, or similar).
• Knowledge of key contact centre metrics, such as service levels, AHT, and occupancy. Advanced Excel skills and familiarity with data visualisation tools.
• Excellent attention to detail, particularly when working with time-sensitive data.
• Strong communication skills to liaise with multiple stakeholders.

Are we the right fit for you?

At Parkdean Resorts we don’t leave unforgettable moments to chance.

We pitch in, we have fun, and we grow, inspiring each other to make great things happen every, single, day. We’re Parkdean people, and we do everything we can to ensure our guests and owners create amazing memories.

Parkdean Resorts is committed to Safeguarding and promoting the welfare of children and vulnerable adults. Background checks including DBS (or equivalent) will be carried out if appropriate.

We want to do all we can to create an environment and recruitment process where people feel safe and comfortable to talk about disability. For any reasonable adjustment requests, please contact Stephanie at [emailprotected]