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- Tasks: Join our Workforce Planning team to optimise resource allocation and enhance performance.
- Company: Dynamic contact centre in Brighton with a focus on innovation and teamwork.
- Benefits: Hybrid working model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by ensuring teams meet their performance goals and service delivery plans.
- Qualifications: Experience in workforce planning and strong analytical skills are essential.
- Other info: Fast-paced environment with a chance to develop your career in a supportive team.
The predicted salary is between 30000 - 40000 £ per year.
This is a great opportunity to join a Workforce Planning team and play a key role in helping Contact Centre teams deliver their best. In this role, you’ll be the go-to person for making sure resources are used effectively so teams can hit their Service Delivery Plans. Your analysis and decision-making will directly influence how well the operation meets its Service Level Agreements and overall performance goals.
You’ll add value by planning ahead, digging into performance data, and keeping stakeholders in the loop about what’s happening now and what’s coming next. You’ll also be responsible for creating and sharing agent schedules based on demand forecasts and targets, making sure the right people are available at the right time across Voice, Live Chat, Email, and Ticket channels.
This role is based in Brighton and will be working a Hybrid model after your first month. Working hours are Monday - Friday 8:45am - 5:30pm.
Duties- Build accurate demand forecasts and capacity plans for all channels (Voice, Live Chat, Email, and Tickets).
- Create and adjust daily and weekly agent schedules to make the best use of resources.
- Monitor KPIs and performance in real time to ensure operations stay on track.
- Analyse operational data to uncover insights around utilisation, occupancy, and productivity.
- Keep stakeholders updated with clear, actionable information about performance and future outlooks.
- Maintain and improve reporting to support smart, data-driven decisions.
- Hands-on experience with end-to-end workforce planning and real-time monitoring.
- Strong knowledge of WFM systems (Calabrio, Genesys, NICE, or similar) and omnichannel contact centre platforms.
- Confident use of tools like Google Sheets/Excel to work with large datasets and explain findings clearly.
- Great organisational skills and the ability to juggle multiple priorities, especially real-time demands.
- A proactive mindset—someone who spots issues early and takes initiative to fix them.
- Background working in a fast-moving, omnichannel contact centre is essential.
Resource Planning Analyst in Eastbourne employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resource Planning Analyst in Eastbourne
✨Tip Number 1
Network like a pro! Reach out to current employees in the Workforce Planning team or similar roles on LinkedIn. A friendly chat can give you insider info and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by diving deep into the company’s performance metrics and recent projects. Show us you’re not just interested in the role, but that you understand how your skills can help meet those Service Level Agreements.
✨Tip Number 3
Practice your data analysis skills! Be ready to discuss how you’ve used tools like Google Sheets or Excel to uncover insights in past roles. We love seeing candidates who can turn numbers into actionable strategies.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Resource Planning Analyst in Eastbourne
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Resource Planning Analyst role. Highlight your experience with workforce planning and any relevant tools like Calabrio or Genesys. We want to see how your skills match what we're looking for!
Show Off Your Data Skills: Since this role involves a lot of data analysis, don’t shy away from showcasing your proficiency with Google Sheets or Excel. Include examples of how you've used these tools to drive decisions in past roles. We love seeing those numbers come to life!
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate straightforward communication, especially when it comes to performance insights and forecasts. Make it easy for us to see your value right away!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it gets into the right hands. Don’t miss out on this opportunity!
How to prepare for a job interview at Cactus Search
✨Know Your Numbers
Make sure you brush up on your knowledge of key performance indicators (KPIs) relevant to workforce planning. Be ready to discuss how you've used data to influence decisions in past roles, as this will show your analytical skills and understanding of the impact of effective resource planning.
✨Familiarise with WFM Systems
Since the role requires strong knowledge of WFM systems like Calabrio or Genesys, take some time to review their functionalities. If you have experience with these tools, prepare specific examples of how you've used them to create schedules or monitor performance in real-time.
✨Showcase Your Organisational Skills
Be prepared to discuss how you manage multiple priorities, especially in a fast-paced environment. Share examples of how you've successfully juggled tasks while ensuring that service delivery plans were met, highlighting your proactive mindset and ability to spot issues early.
✨Engage Stakeholders Effectively
Communication is key in this role, so think about how you've kept stakeholders informed in previous positions. Prepare to share examples of how you've provided clear, actionable insights based on your analysis, and how this has helped teams stay on track with their goals.