Jobs in Dover, United Kingdom

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Migrant Help have an exciting opportunity to recruit a Resource Planning and Forecasting Analyst to join our team!

Home based

6 month fixed term (with potential to be extended or made permanent)

£41,780

Migrant Help is a leading charity that was established in 1963 and delivers a range of support and advice services to people affected by displacement and exploitation across the UK. Our vision is for a global society that protects vulnerable people, treats them with respect and enables them to reach their full potential.

Part of the Eligibility Advice and Guidance Line (EAGL) Workforce Planning team, the Resource Planning and Forecasting Analyst is a new and exciting role at Migrant Help. You will help to introduce excellent contact centre knowledge and best practice across all areas of the business. Focusing on long‑term strategy, process improvement and advising senior stakeholders, there will be some day‑to‑day duties involving shift reviews, scheduling and planning offline activities and supporting our real‑time analyst in their role and knowledge and development.

If you have strong analytical skills with previous experience and understanding of end‑to‑end resource planning, and are looking for an exciting role that makes a difference, we’d love to hear from you!

• Development, ownership, and ongoing refinement of short to mid‑term forecasts and capacity plans, including knowledge of multi‑channel forecasting
• Create hourly, daily and weekly forecasts to ensure effective resource utilisation of FTE to meet demand profiles
• Ownership of ‘variance’ tracking to ensure understanding of ‘actual vs expected’ performance
• Support the Head of Resource and Planning in meeting business objectives and liaising with the operations teams
• Identify areas for process improvement with a focus on streamlining workflow for enhanced operational efficiency
• Present trend and variance analysis showcasing insightful recommendations to enhance performance to senior stakeholders
• Support and mentor junior members of the Resource Planning team
• Build shifts and schedule offline activities in a fast‑paced environment to support the delivery of KPIs

• Hands‑on experience in building and implementing WFM tools, ideally Verint or Calabrio
• Previous experience of mentoring other team members
• Strong analytical skills with the ability to interpret data quickly and make sound recommendations
• Ability to work in a fast‑paced environment with shifting priorities
• Excellent communication and stakeholder management skills

Migrant Help is committed to safeguarding those we provide a service to. Applicants will have to undergo strict vetting procedures throughout the recruitment process. This post is subject to a Disclosure and Barring Service (DBS) check and a Counter‑Terrorism Check (CTC). Applicants must be able to provide a valid passport (e.g., a 10‑year UK passport, EU or non‑EU passport with indefinite leave to remain), continuous UK address history for the previous five years and full employment history for the previous three years.

Our working week is 35 hours per week, offering flexibility and work‑life balance. Employees receive an enhanced family‑friendly set of provisions, an extra day of annual leave per year (up to 39 days including bank holidays, pro‑rata), and the option to buy or sell up to five days of annual leave. Perkbox provides an employee rewards and benefits platform with over 9,000 deals, discounts, free perks, wellbeing support and recognition. Migrant Help offers a non-contributory pension scheme; we pay 8% of the employee salary into the pension.

10 November 2025

If you are interested in becoming our new Resource Planning and Forecasting Analyst, please click ‘APPLY’ today. We look forward to hearing from you!

Migrant Help is proud to be an equal opportunities employer.