Resource Planning Analyst in Redhill

SES Water has a rich history of serving communities in the South East of England. Water plays an important role in our lives, which is why we're committed to supplying our customers with access to 160 million litres of safe, reliable, clean water every day. We're proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future.

We are looking for a proactive and analytical Resource Planning Analyst to join our Workforce Management team. This role is key to ensuring the smooth running of a mid-sized contact centre through effective real-time management, forecasting, scheduling, and resource planning. This is a highly visible role with exposure to senior stakeholders across the business.

What you'll be doing:

• Monitoring intraday performance across multiple queues and channels, taking proactive action to mitigate service level risks.
• Managing adherence and schedule compliance in real time.
• Communicating performance updates, risks, and recommendations to operational teams and senior stakeholders.
• Creating optimised schedules that balance customer demand, service levels, and employee experience.
• Supporting capacity planning, shift optimisation, holiday planning, and long-term workforce forecasting.
• Producing accurate and timely reporting on key metrics such as Service Level, AHT, Occupancy, and Shrinkage.
• Conducting root cause analysis and providing clear recommendations to improve operational performance.
• Managing resource allocation during operational incidents or unexpected demand spikes.
• Working closely with Operations, Team Leaders, and other stakeholders to support business performance and strategic decision-making.

What we're looking for:

• Proven experience in a Resource Planning, Workforce Management, or Contact Centre Planning role.
• Strong understanding of real-time management, forecasting, scheduling, and capacity planning.
• Advanced Excel skills, including pivot tables, formulas, and data analysis.
• Excellent analytical and problem-solving skills.
• Strong communication skills with the ability to influence and engage stakeholders at all levels.
• Ability to work effectively in a fast-paced environment and make informed decisions under pressure.

Desirable Experience:

• Experience using Workforce Management platforms such as NICE, Verint, Genesys, or similar.
• Experience supporting multiple brands, business units, or customer operations.
• Understanding of contact centre performance drivers and operational levers.
• Experience supporting business change and transformation initiatives.

This is an excellent opportunity to play a key role within a business undergoing significant transformation. You'll have the chance to influence how workforce planning evolves, work closely with senior leaders, and contribute to the implementation of new technology and ways of working within a collaborative environment that supports professional growth and development.

If you're passionate about workforce planning, data-driven decision making, and delivering operational excellence, we'd love to hear from you.

Why join us?

• Competitive Salary - Based on experience and skills
• Annual Bonus Scheme - Recognising company performance
• Pension Scheme - Helping you plan for your future
• Healthcare Benefits - Access to employee assistance programs
• Employee Discounts - On various products and services
• Annual Leave - Take time to recharge with our holiday entitlement

We're not necessarily looking for the finished article. If you have a great attitude, a willingness to learn, and a passion for helping customers, we want to hear from you. At SES Water, we value diversity of thought, background, and experience. We encourage everyone to bring their authentic selves to work and believe that different perspectives help us better serve our customers and communities.

If you require any support during the application process, please let us know.