Resource Planning & Compacity Manager

Job Title: Resource & Capacity Planning Analyst
Salary: £35,000
Location: Warrington - Hybrid (onsite for training)
Contract: Permanent
Hours: Mon-Fri (between 8am-6pm)

Keywords: workforce management, resource planning, contact centre operations, data analysis, staff scheduling, service level optimisation, reporting and analytics, employee wellbeing

Are you a data-driven problem solver with a passion for optimising resources and improving operational efficiency? We're looking for a Resource & Capacity Planning Analyst to join our team in Warrington. This is an exciting opportunity to play a pivotal role in ensuring that staffing levels align with business needs while enhancing both customer satisfaction and employee wellbeing.

With a competitive salary of £35,000 and a hybrid working model, this role is ideal for someone with experience in workforce management or resource planning who thrives on using data to drive impactful decisions.

As a Resource & Capacity Planning Analyst, you will be at the heart of our central operations team, ensuring we have the right people in the right place at the right time. By analysing trends and forecasting demand, you'll help optimise schedules and improve service delivery across multiple channels.

Key responsibilities include:

• Analysing contact volumes and case trends to forecast demand and determine staffing requirements.
• Developing efficient schedules that balance operational needs with employee satisfaction.
• Producing detailed reports on team performance using intermediate-level data analysis techniques.
• Monitoring real-time activity to ensure service levels are met and making proactive adjustments as needed.
• Collaborating with management to coordinate offline activities (e.g., training sessions) without compromising service delivery.
• Identifying gaps in coverage and presenting actionable recommendations to resolve them.
• Maintaining data integrity within workforce management systems by accurately capturing and reporting historical statistics.

To excel in this role, you'll need a strong background in resource planning or workforce management within a contact centre environment. You're highly analytical, detail-oriented, and thrive on solving complex challenges through data-driven decision-making.

Key qualifications include:

• Experience: 1-2 years in workforce management using WFM software within a contact centre setting (75+ seats preferred).
• Technical Skills: Proficiency in Microsoft Excel (intermediate level) for data manipulation and reporting; familiarity with workforce management tools.
• Analytical Abilities: Strong mathematical/statistical skills for interpreting large datasets and identifying trends.
• Communication Skills: Ability to collaborate effectively with colleagues at all levels and present findings clearly.
• Adaptability: Comfortable responding to changing priorities or unexpected fluctuations in demand.
• Attention to Detail: Commitment to maintaining high standards of accuracy in data reporting and scheduling processes.

This organisation is one of the UK's most recognised brands, known for its commitment to delivering exceptional customer experiences across retail stores and digital platforms. Here's what sets us apart:

• A supportive, inclusive culture where teamwork is celebrated, and individual contributions are valued.
• A focus on employee wellbeing with benefits such as generous bonuses, retail discounts, enhanced family leave policies, and long-service recognition programmes.
• Opportunities for personal growth through milestone rewards and career development initiatives.

If you're ready to take your career forward as a Resource & Capacity Planning Analyst, we'd love to hear from you! Apply today by clicking the link provided-your future starts here!

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates