Workforce Planning Analyst, Gbr

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

At Intrum, you will grow by making a difference. You will do it in a highly international environment and in a supportive culture where effort counts.

Staying ahead is everyone’s job.

As the market leader, it’s up to us to stay ahead. To shape the industry. To set new standards. And wherever in the world your Intrum career path takes you, whatever role you play, you’ll be contributing to growth, innovation and impact that makes a real difference.

We are looking for a proactive and strategic Resource Planning Analyst to join our team. In this role, you will focus on planning ahead—looking days, weeks, and months into the future—to ensure operational readiness and efficiency. You’ll be responsible for resource planning, forecasting, and scheduling, using data-driven insights to help the business stay ahead of demand and support informed decision-making across customer operations.

What will you be doing?

• 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.

What we’re looking for:

• 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.

What we offer

• Lifestyle: A competitive salary and attractive benefits package including 33 days holidays including bank holidays upon commencement, with the ability to buy more or sell back. You can participate in gadget schemes. Contributory workplace pension scheme. Additionally, you’ll get an extra day to celebrate your birthday.
• Opportunities to grow: You’ll receive training and coaching for your personal development/progression, and employee recognition programmes to help you grow in your career.
• Health: You’ll have access to private medical insurance, life assurance, and more.
• Wellbeing: You’ll enjoy discounts on gym memberships, cycle to work schemes, and a 24/7 employee assistance programme. You’ll also have sociable working hours and breakfast/ snacks provided in the office.
• Supportive, open, and value-driven culture: Ethics. Dedication. Solutions. Empathy. Our values aren’t just words hanging in the reception. They guide us all daily. It’s what makes our culture inclusively open, inspiringly supportive and rich in diverse perspectives. It’s why Intrum is a natural home for people ready to make a difference. And it’s why people like you recognise this is the place to do just that.

At Intrum we strive to create a diverse and inclusive workplace. We encourage applicants from all backgrounds to apply.

About Intrum

Enabling financial health for people, businesses, and society.

Intrum is Europe’s leading credit management services provider, helping businesses secure payments while supporting consumers in regaining financial stability across 20 European countries.

With 9,000 dedicated employees, we work every day to create sustainable financial solutions.

At Intrum we consider everybody to be a leader. We lead ourselves when collaborate to meet the needs of our clients and customers. We are all accountable to our actions as well as trust and care for each other. This makes us all leaders, independent of role or responsibility, and this is reflected in our 3 leadership principles: Deliver Impact, Inspire Trust and Embrace Growth.

We are an equal opportunities employer and authorised and regulated by the Financial Conduct Authority. We will conduct credit, fraud, criminal record, right to work and reference checks as part of our pre-employment screening. You should not be bankrupt, have any outstanding county court judgments on your credit file. You must not have excessive default balances and any outstanding debt will be considered on a case-by-case basis.