Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Manage resource planning and optimise contact centre schedules for customer satisfaction.
- Company: Dynamic insurance analytics company with a focus on innovation and customer-centricity.
- Benefits: Flexible working, competitive salary, annual bonus, and employee discounts.
- Why this job: Join a collaborative team and make a real impact in the world of insurance analytics.
- Qualifications: Experience with Workforce Management systems and strong analytical skills.
- Other info: Opportunity for career growth and exposure to market-leading software.
The predicted salary is between 28800 - 43200 £ per year.
DLG is evolving. Across every part of our business, we’re embracing innovation and putting customers at the heart of everything we do. Join us and you’ll not only be recognised for your skills, you’ll be empowered to grow them, make a real impact, and shape the future of insurance analytics.
We’re looking for a Planning Delivery Analyst to join our Motability team in Liverpool. This is a role for someone who loves the puzzle of resource planning—someone who can look at a contact centre operation and ensure we have the right people, in the right place, at the right time. You won't just be crunching numbers; you’ll be the heartbeat of our operational performance. From short-term "on-the-day" troubleshooting to long-term trend prediction, your insights will directly impact our customer satisfaction levels and ensure our frontline teams are supported and effectively scheduled.
What You’ll Be Doing
- End-to-End Scheduling: Manage short, medium, and long-term planning for our operational areas, ensuring contact centre schedules are optimised to meet customer demand.
- Workforce Management: Own the maintenance of workforce management systems and telephony tools, using prediction modelling to forecast performance across all operational units.
- Real-Time Delivery: Monitor the live "phones and mailbox" environment, responding to agent requests and making real-time adjustments to maintain service levels.
- Strategic Communication: Act as the bridge between planning and operations, maintaining a regular rhythm of communication with leaders to keep them informed of performance trends and future resource plans.
- Resource Optimisation: Undertake skill and call routing analysis to ensure we are utilising our people effectively and providing the best possible service to our customers.
- Continuous Improvement: Identify opportunities to modernise our workflow management and streamline how we handle operational resource requests.
What We’re Looking For
- WFM Expertise: Knowledge and experience working with Workforce Management (WFM) systems. Exposure to tools like Genesys or QStory is highly advantageous.
- Analytical Mindset: An advanced ability to understand data and use it for capacity planning and prediction modelling.
- Operational Environment: Knowledge and experience working within a highly customer-focused environment, understanding the pressures and rhythms of a busy contact centre.
- Planning Skills: Knowledge and experience in resource planning, from managing daily schedules to predicting future operational events.
- Communication: The ability to translate complex data into clear updates for operational leaders and frontline staff.
Ready to help us turn data into decisions? Apply now and help us redefine insurance analytics.
Benefits
We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working.
- Employer contributed pension
- Annual company bonus
- Holiday allowance (plus the option to buy or sell days each year)
- Discounted home, motor and pet insurance plus free Green Flag breakdown cover
- Additional optional Health and Dental insurance
- EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way
- Buy as you earn share scheme
- Employee discounts and cashback
You’ll also receive:
- A detailed and tailored induction plan.
- An opportunity to join a collaborative team of six on a rotational basis, offering a diverse view of the business.
- Exposure to market-leading software such as Genesys, QStory, and other advanced telephony tools.
- A friendly, supportive and progressive business with ambitious objectives and plans.
Closing Date: Friday 06 March 2026
Planning Delivery Analyst in Liverpool employer: Direct Line Group Careers
Contact Detail:
Direct Line Group Careers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Planning Delivery Analyst in Liverpool
✨Tip Number 1
Get to know the company inside out! Research DLG's values, recent projects, and their approach to customer service. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Planning Delivery Analyst, you'll need to translate complex data into clear updates. Try explaining your past experiences or projects to friends or family to get comfortable with simplifying your insights.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the role and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the DLG team and ready to make an impact in insurance analytics.
We think you need these skills to ace Planning Delivery Analyst in Liverpool
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Planning Delivery Analyst role. Highlight your WFM expertise and any relevant tools you've used, like Genesys or QStory, to show us you’re the right fit.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about resource planning and how your analytical mindset can contribute to our team. Be sure to connect your past experiences with the responsibilities outlined in the job description.
Showcase Your Communication Skills: Since this role involves translating complex data into clear updates, give examples in your application of how you've effectively communicated with stakeholders in the past. We want to see your ability to bridge the gap between data and operations.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Direct Line Group Careers
✨Know Your WFM Tools
Familiarise yourself with Workforce Management systems, especially Genesys or QStory. Be ready to discuss how you've used these tools in the past and how they can optimise scheduling and resource planning.
✨Show Off Your Analytical Skills
Prepare to demonstrate your analytical mindset. Bring examples of how you've used data for capacity planning and prediction modelling. This will show that you can turn numbers into actionable insights.
✨Communicate Clearly
Practice translating complex data into simple terms. You’ll need to communicate effectively with both technical teams and operational leaders, so think of examples where you've successfully bridged that gap.
✨Emphasise Continuous Improvement
Think about times when you've identified opportunities for improvement in workflows or processes. Be ready to share your ideas on how to modernise resource management and enhance operational efficiency.