Planning Analyst - Contact Centre

About the role We are seeking an energetic, enthusiastic, and determined individual with proven experience in using workforce planning tools, preferably Verint or Dynamics, to create and manage resource plans that align with demand forecasts. Additionally, experience in workload forecasting is essential, along with a background in Front Office and Back Office planning. As a member of our Resourcing Team, you will support the Resource & Planning Manager in implementing and delivering a top-tier Resource & Planning capability across all customer operational activities as required by Business Stream. Your responsibilities will include developing a robust operational and staffing plan to ensure that our business can meet and deliver our customer service levels across various channels, including voice, web chat, and non-voice contact. About you We are seeking an individual who understands contact centre productivity measures and key performance indicators (KPIs). This role involves measuring efficiency and productivity while identifying opportunities to enhance customer satisfaction and meet performance targets across all customer operational activities. The role requires effective collaboration with all operational teams to achieve our business priorities. Strong Excel skills are essential, including the ability to use macros, complex formulas, databases, and VBA, as well as an understanding of erlang modelling to create meaningful management information. You should possess excellent planning and organizational skills, as well as high standards of written and verbal communication, with the ability to problem-solve and develop solutions effectively. You’ll be a key team player in one of the largest water retailers in the UK, with lots of benefits and the chance to grow your career. Salary up to £34,000 plus bonus up to 20% Attractive pension plan 31 days annual leave and six bank holidays Monday to Friday based in our office within Edinburgh Park. Subsidised staff restaurant and free gym membership Employee discounts Salary sacrifice schemes including electric vehicles and cycle to work Why we’re the right fit We’re passionate about providing a great place to work, where our colleagues feel trusted, valued, supported and empowered, whatever their background or role. And we’re committed to providing an inclusive workplace that welcomes and promotes diversity and provides equal opportunities for everyone. In everything we do, we’re driven to make a positive difference, and always strive to do the right thing by our customers, our people, our local communities and the environment. Life at Business Stream is fast-paced and exciting, where no two days are the same. Who we are Business Stream is one of the largest water retailers in the UK and a trusted service provider to over 300,000 business customers. With over 17 years’ experience of operating in a competitive water market – longer than any other retailer – we’re the chosen service provider for businesses and organisations ranging from small corner shops to large industrial estates. Headquartered in Edinburgh and employing around 350 people, we provide a range of services including metering and billing, water efficiency support and, water and waste water management solutions. A Disability Confident Committed Employer If you consider yourself to have a disability, we encourage you to disclose that as part of your application. That means we can provide the necessary support and use your unique talents effectively.