Resource Planning Analyst in West Kirby

Hybrid Working £35,000 per annum benefits Full-time, Permanent Ready to make an impact?

Overview

As a Resource Planning Analyst in our Outperform Solutions Team, you’ll play a key role in supporting accurate forecasting, reporting and scheduling that helps us meet customer and business needs.

You’ll provide trusted analysis and recommendations, directly influencing performance across our contracts.

Responsibilities

• Develop, deliver and maintain forecasting models, capacity plans, schedules, and performance packs that support the achievement of service levels and targets.
• Monitor day-to-day call patterns, staffing levels, adherence and service deviations, making recommendations for improvements.
• Manage workforce management (WFM) systems, ensuring data accuracy, process adherence and up-to-date staff information.
• Own, build and publish staff schedules, proactively reviewing shifts to optimise service and performance.
• Produce accurate and timely reporting at daily, weekly, monthly and ad-hoc levels, supporting both operational and senior management decision-making.
• Maintain strong relationships with operational and intraday teams, acting as a trusted partner and providing regular commentary and insights.

Qualifications

• A strong understanding of planning principles and methodologies such as Erlang, Workload and Shrinkage.
• Excellent analytical thinking, with the ability to provide cost-effective recommendations that add value.
• Confidence with Microsoft Office, particularly Excel, and experience working with WFM systems such as Teleopti / Time 2 Work.
• Strong organisational skills, with the ability to manage multiple priorities and deliver against deadlines.
• Excellent communication skills, with the ability to collaborate effectively across all levels of management, colleagues and clients.

Benefits

Because this is a place for you Our people are integral to everything we do. That’s why our benefits are designed to put you first:

Pension: Up to 6% contributory pension scheme

Training and development: A wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.

Health and wellbeing: 24/7 Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.

Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.

ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.

Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.

Charity: Support a charity or organisation with a paid volunteering day each year.

You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.

Proud member of the Disability Confident employer scheme

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