Workforce Planning Analyst, Gbr

Intrum Justitia; United Kingdom; Remote; GBP 42,000 - 62,000; Full time

Benefits offered by this job

33 days holidays incl bank holidays

Gadget schemes

Contributory workplace pension

Birthday day off

Private medical insurance

Life assurance

Gym membership discounts

Cycle to work

24/7 employee assistance

Breakfast/Snacks provided

Sociable working hours

Job summary

Intrum is seeking a proactive Resource Planning Analyst to join the team, focusing on forecasting, capacity planning, scheduling and data-driven decision support across customer operations.

You will work in a highly international environment, collaborating with leaders to align plans with business objectives and enhance operational readiness.

Qualifications

• Experience in resource planning, forecasting or workforce management within a contact centre or operational environment.
• Experience using workforce management systems and reporting tools to drive decisions.
• Proven ability to build forecasts, schedules and resource plans with data-driven insights.
• Ability to work under pressure with conflicting priorities and tight deadlines.
• Strong numerical and analytical skills with attention to detail.
• Continuous improvement mindset to optimise performance.

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 systems.
• Partner with operational leaders to align plans with business objectives.
• Lead staffing and planning discussions, providing insight and influencing decisions.
• Identify opportunities to improve forecasting, planning and scheduling processes.
• Ensure Consumer Duty drives good customer outcomes across services.

Skills

Resource planning

Forecasting

Workforce management

Analytical ability

Stakeholder management

Tools

Workforce management systems

Reporting tools

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:

• 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.
• You’ll receive training and coaching for your personal development/progression, and employee recognition programmes to help you grow in your career.
• You’ll have access to private medical insurance, life assurance, and more.
• 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.

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. Strictly No Recruitment Agencies Please.

We encourage applicants from all backgrounds to apply. If a person with disabilities is put at a disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should contact Intrum Talent Acquisition team via [e-mail] as soon as possible before the closing date to discuss your needs.

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.

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