Senior Resource & Compacity Planning Analyst

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

Keywords: workforce management, capacity planning, contact centre forecasting, staff scheduling, service level optimisation, advanced Excel, reporting and analytics

We're looking for a Senior Resource & Capacity Planning Analyst to join our central operations team in Warrington. In this role, you'll play a key part in making sure our contact centre runs efficiently - with the right people in the right place at the right time.

This is not an entry-level role. To succeed, you'll bring at least 5 years of proven workforce planning experience in a contact centre setting, plus advanced Excel skills to turn complex data into actionable insights.

• Forecast demand by analysing historic contact volumes, trends, and business drivers.

• Build and maintain effective schedules that balance operational performance with employee wellbeing.

• Produce clear, insightful reports using advanced Excel and workforce management tools.

• Monitor real-time activity and make proactive adjustments to protect service levels.

• Collaborate with leadership teams to plan offline activities (training, coaching, projects) while minimising operational disruption.

• Identify risks, capacity gaps and opportunities, presenting actionable recommendations to senior stakeholders.

• Uphold workforce management best practice and ensure data accuracy across systems.

• Experience: 5+ years in workforce management/resource planning within a contact centre (75+ seats essential).

• Technical Skills: Strong Excel (pivot tables, lookups, advanced formulas as a minimum; VBA/Power BI desirable).

• Analytical Ability: Skilled at spotting trends and patterns in large datasets and making clear, evidence-based recommendations.

• Influence & Communication: Confident in engaging and challenging stakeholders at all levels.

• Adaptability: Thrives in a fast-paced environment, comfortable shifting priorities as demand changes.

We're one of the UK's most recognised brands, with a reputation for delivering exceptional customer experiences across both retail and digital channels. Here's what you can expect from us:

• A supportive, inclusive culture where your expertise will be valued and recognised.

• A strong focus on employee wellbeing, including retail discounts, enhanced family leave policies, and long-service recognition.

• Opportunities for personal growth and career development in a national brand.

If you're ready to take your workforce planning career to the next level, we'd love to hear from you.

Apply today - your next career move starts here.

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