Resource Planning Analyst (Contact Centre)
Newcastle-upon-Tyne – Hybrid (2 days per week in the office)
12-month Fixed Term Contract
£34'000 ~ £36'000
We’re looking for an experienced Resource Planning Analyst to join our Contact Centre operation and play an important role in how we plan, understand and improve our workforce performance.
What you'll be doing
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Lead workforce planning across forecasting, capacity planning, scheduling and real-time management.
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Analyse complex data to identify trends, risks and opportunities for improvement.
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Produce insightful MI and dashboards for operational and senior stakeholders.
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Monitor forecast accuracy, investigate variances and recommend improvements.
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Coach and support Workforce Planning colleagues, sharing knowledge and promoting best practice.
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Challenge existing processes and identify new ways to improve planning effectiveness and resource utilisation.
What we're looking for
You'll already have solid experience across the full workforce planning cycle and have prior experience working within a contact centre Resource Planning function with hands-on use of a WFM platform
We're particularly interested in people with:
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Strong experience across forecasting, capacity planning, scheduling and real-time management.
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Highly competent Excel skills (any experience within forecasting and use of Erlang for modelling is desirable but NOT essential).
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Experience with WFM platforms such as NICE, Calabrio, Verint or similar.
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Strong analytical and problem-solving skills, with the ability to turn complex data into clear recommendations.
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Excellent communication and stakeholder management skills.
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A collaborative approach and the confidence to challenge and improve existing ways of working.
Why this role?
This is an opportunity to take your workforce planning experience into a role where your analysis and recommendations will have a genuine impact — helping to optimise resources, improve operational performance and support the delivery of first class customer service and journeys.
If you're an experienced WFM / Resource Planning professional looking for a role where you can combine hands-on planning, analysis, stakeholder engagement and WFM skills , we'd be keen to hear from you
