Resource Planning Analyst

Are you an experienced planner with a passion for driving efficiency and performance? Do you thrive in a fast-paced environment where your analytical skills and decision-making can have a real impact? We’re looking for a Resource Planning Analyst to play a key role in ensuring smooth operations within a busy contact centre setting.

Job Summary

As a Resource Planning Analyst, you will take ownership of short-term planning (from 8 weeks to 2 days before live operations), ensuring optimal resource allocation and performance. You’ll manage shift adjustments, negotiate offline activity, and analyse trends to keep operations running at their best. Working closely with team leaders and key stakeholders, you’ll help create tactical plans that support business needs while maintaining excellent service levels.

Your Role

You will be responsible for analysing recent trends, making real-time schedule adjustments, and ensuring the workforce is optimally aligned to meet demand. Your role involves negotiating shift changes, managing offline time requests, and supporting scenario modeling to prepare for both planned and unexpected events. Using workforce management (WFM) tools, you’ll create efficient schedules across multiple communication channels, balancing operational efficiency with employee needs. Your expertise will also be instrumental in influencing senior managers and driving best practices in planning and scheduling.

About You

You are highly analytical, detail-oriented, and confident in managing workforce planning within a contact centre environment. With strong negotiation skills and the ability to interpret data trends, you can make informed decisions that enhance efficiency and service delivery. You’re proficient with WFM systems (preferably NICE) and comfortable working with large data sets in Excel. A strong communicator, you can liaise effectively with senior stakeholders, ensuring plans are aligned with business objectives.

Some Bullet Points About You:

✔ Experience with WFM systems
✔ Strong negotiation and stakeholder management skills
✔ Background in contact centre workforce planning
✔ Proficient in analysing large data sets and creating reports
✔ Knowledge of multi-channel contact centre environments (inbound, outbound, digital)
✔ Ability to adapt to change and manage competing priorities

How to Apply

If you’re ready to take on a key role in resource planning and help drive operational success, we’d love to hear from you! Apply today and be part of a team that values efficiency, collaboration, and continuous improvement.