At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.

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Full Job Description

Summary

AQA is much more than just an awarding organisation, our purpose is to advance education by enabling teachers and students to realise their potential. Our purpose is the reason AQA exists - we're here to make a positive difference in the world by bringing out the best in teachers and students.

This role plays a critical role in ensuring the efficient and effective delivery of customer service within the contact centre and wider AQA. This position is responsible for forecasting demand across multiple contact channels, developing capacity plans, scheduling resources, and monitoring real-time performance to meet service level agreements, customer expectations driving a forward-thinking customer centric way of working.Passionate about improving the Customer Experience through smart strategic planning the Resource Planning Officer reports directly to the Resource Planning Manager. Working closely with operational teams, the role ensures resource plans are aligned with business objectives, campaign activity, and customer demand. Responsibilities include producing actionable insights through data analysis, supporting workforce management strategies, and contributing to continuous improvement initiatives.

Collaboration with the Customer Intelligence Team is key to sharing data and insights that drive smarter decisions. A core responsibility is identifying risks to service performance and recommending mitigation strategies, while ensuring compliance with working time regulations, internal policies, and industry standards.

Key Responsibilities:
Assist in developing short and long-term forecasts for call volumes, email, chat, and other contact types.
Support the creation and maintenance of capacity plans to ensure adequate staffing across all channels.
Build and manage adviser schedules using workforce management tools.
Monitor real-time performance, provide real-time performance reporting and make intraday adjustments to optimise service levels.
Produce and analyse historical data to identify trends, variances, and improvement opportunities.
Prepare and distribute weekly forecast packs detailing projected interaction volumes, staffing requirements, capacity levels, and performance expectations to internal stakeholders.
Lead weekly planning and capacity meetings with operational stakeholders, presenting forecasts on volumes, shrinkage, and performance expectations.
Support with administrative duties related to the recruitment of seasonal resource.
Collaborate with Operations and Training teams to align planning with business needs.
Produce regular reports and dashboards for internal stakeholders.
Contribute to continuous improvement initiatives within the planning function.

Skills & Experience
Experience in a resource planning or workforce management role, preferably in a contact centre.
Strong communication skills, agility, and a deep understanding of contact centre operations.
Proficiency in Excel and workforce management tools (e.g., NICE IEX, Verint, Puzzel, Genesys, Calabrio).
Strong analytical, problem-solving and time management skills.
Excellent communication and organizational skills.
Strong stakeholder engagement and presentation skills.
Ability to work in a fast-paced and dynamic environment.
Ability to work under pressure and adapt to changing priorities.
Proactive approach with good attention to detail.
Knowledge and experience of data analysis tools such as SQL or Power BI is advantageous.