At a Glance
- Tasks: Support scheduling and forecasting to meet customer demand in a dynamic contact centre.
- Company: Join Certas Energy, a leading independent distributor of fuels and lubricants in the UK.
- Benefits: Gain hands-on experience, learning opportunities, and a supportive team environment.
- Other info: Be part of a growing team with clear pathways for career progression.
- Why this job: Kickstart your career in resource planning with real impact on customer service efficiency.
- Qualifications: Strong analytical skills, attention to detail, and a passion for data-driven decision making.
The predicted salary is between 28800 - 43200 £ per year.
Are you analytical, curious, and interested in how people, data, and customer demand come together in a contact centre? We’re a newly established and growing contact centre, and we’re looking for a Resource Planner to support our Sales and Customer Service teams. This is a great first step into a more senior role if you have planning or real-time experience, offering hands-on exposure to forecasting, scheduling, and real-time performance in a fast-paced environment.
You’ll work closely with the Head of Contact Centre Operations and Operations Managers to help ensure we have the right people in place to meet customer demand, while developing core planning skills and commercial awareness.
What you’ll do:
- Support the creation and maintenance of schedules that help meet sales and service targets
- Assist with forecasting and weekly resource planning using workforce management tools
- Help analyse call volumes, call handling times, abandoned calls, SLA performance, and other key metrics
- Monitor intraday and short-term performance, flagging issues and opportunities to improve efficiency
- Support the effective use of part-time and seasonal colleagues
- Help produce regular reports, dashboards, and ad-hoc analysis for stakeholders
- Assist with scenario planning for demand spikes, peak periods, and short-notice changes
- Work with Sales, Customer Service, HR, and other teams to understand staffing needs and constraints
- Contribute ideas and insights that improve performance and customer experience
- Learn and support real-time resource management activities
What we’re looking for:
- Strong analytical skills and confidence working with numbers and data
- Good attention to detail and a logical, problem-solving mindset
- Comfortable using Excel or similar tools (training provided on systems)
- Clear communication skills and the ability to work with different teams
- An interest in contact centre operations, planning, or analytics
- Experience in a contact centre or operational environment is helpful but not essential
Why join us?
- Be part of a growing contact centre from an early stage
- A clear entry point into Resource Planning with learning and development support
- Exposure to forecasting, scheduling, and real-time performance
- Opportunities to grow your skills and progress as the business expands
- A collaborative, supportive team environment
You’ll play a crucial role in shaping the efficiency and performance of our customer-facing operations. If you’re driven by data, thrive in a fast-moving environment, and love building systems that make a measurable impact, this is the role for you.
Resource Planning Analyst in Warrington employer: Certas Energy Ltd
At Certas Energy, we pride ourselves on being a supportive and collaborative employer, offering a unique opportunity for growth within our newly established contact centre. As a Resource Planning Analyst, you'll gain hands-on experience in forecasting and scheduling while working closely with experienced professionals, all within a culture that prioritises safety, compliance, and continuous learning. Join us to make a meaningful impact in a fast-paced environment where your analytical skills will help shape the future of our customer service operations.
StudySmarter Expert Advice🤫
We think this is how you could land Resource Planning Analyst in Warrington
✨Tip Number 1
Get to know the company inside out! Research Certas Energy and understand their values, services, and culture. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to resource planning and analytics. Think about how your skills align with the role and be ready to share examples of your problem-solving abilities.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the position. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Resource Planning Analyst in Warrington
Some tips for your application 🫡
Show Off Your Analytical Skills:Since we're looking for someone with strong analytical skills, make sure to highlight any relevant experience you have with data analysis or problem-solving. Use specific examples to demonstrate how you've tackled challenges in the past.
Tailor Your Application:Take a moment to customise your application for this role. Mention your interest in contact centre operations and how your skills align with the responsibilities listed in the job description. This shows us that you're genuinely interested in the position.
Keep It Clear and Concise:When writing your application, clarity is key! Use straightforward language and avoid jargon. We want to see your communication skills shine through, so make it easy for us to understand your points.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture!
How to prepare for a job interview at Certas Energy Ltd
✨Know Your Numbers
As a Resource Planning Analyst, you'll be working with data daily. Brush up on your analytical skills and get comfortable with numbers. Familiarise yourself with key metrics like call volumes and SLA performance, as these will likely come up in your interview.
✨Show Your Curiosity
Demonstrate your interest in how contact centres operate. Research the company and its services, and think about how you can contribute to improving efficiency and customer experience. Ask insightful questions during the interview to show your enthusiasm.
✨Excel at Excel
Since you'll be using Excel or similar tools, it’s a good idea to brush up on your spreadsheet skills. Practice creating reports or dashboards that could help in resource planning. Mention any relevant experience you have with these tools during the interview.
✨Communicate Clearly
You'll need to work closely with various teams, so clear communication is key. Practice explaining complex ideas simply and concisely. During the interview, focus on how you can collaborate effectively with others to meet staffing needs and improve performance.
