At a Glance
- Tasks: Monitor performance, manage schedules, and optimise workforce planning for customer service.
- Company: Join SES Water, a diverse and inclusive company that values your unique perspective.
- Benefits: Enjoy competitive salary, annual bonuses, healthcare benefits, and employee discounts.
- Other info: Great opportunities for career growth and personal development.
- Why this job: Make a real impact in a fast-paced environment while developing your analytical skills.
- Qualifications: Experience in resource planning and strong Excel skills are essential.
The predicted salary is between 59576 - 70089 £ per year.
- Resource Planning Analyst
- Department: Customer within the Workforce Planning & Reporting team
- What you'll be doing
- Monitoring intraday performance across multiple queues and channels, taking proactive action to mitigate service level risks.
- Managing adherence and schedule compliance in real time.
- Communicating performance updates, risks, and recommendations to operational teams and senior stakeholders.
- Creating optimised schedules that balance customer demand, service levels, and employee experience.
- Supporting capacity planning, shift optimisation, holiday planning, and long‑term workforce forecasting.
- Producing accurate and timely reporting on key metrics such as Service Level, AHT, Occupancy, and Shrinkage.
- Conducting root cause analysis and providing clear recommendations to improve operational performance.
- Managing resource allocation during operational incidents or unexpected demand spikes.
- Working closely with Operations, Team Leaders, and other stakeholders to support business performance and strategic decision‑making.
- What we’re looking for
- Proven experience in a Resource Planning, Workforce Management, or Contact Centre Planning role.
- Strong understanding of real‑time management, forecasting, scheduling and capacity planning.
- Advanced Excel skills, including pivot tables, formulas and data analysis.
- Excellent analytical and problem‑solving skills.
- Strong communication skills with the ability to influence and engage stakeholders at all levels.
- Ability to work effectively in a fast‑paced environment and make informed decisions under pressure.
Desirable experience
- Experience using Workforce Management platforms such as NICE, Verint, Genesys or similar.
- Experience supporting multiple brands, business units or customer operations.
- Understanding of contact centre performance drivers and operational levers.
- Experience supporting business change and transformation initiatives.
Benefits
- Competitive salary – based on experience and skills.
- Annual bonus scheme – recognising company performance.
- Pension scheme – helping you plan for your future.
- Healthcare benefits – access to employee assistance programmes.
- Employee discounts – on various products and services.
- Annual leave – take time to recharge with our holiday entitlement.
- Why join SES Water
We value diversity of thought, background and experience.
We encourage everyone to bring their authentic selves to work and believe that different perspectives help us better serve our customers.
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Resource Planning Analyst in Redhill employer: PVH (Tommy Hilfiger/Calvin Klein)
Intapp is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration within the accounting and consulting sectors across EMEA. With a strong commitment to employee growth, Intapp provides ample opportunities for professional development and leadership coaching, ensuring that team members thrive in their careers while contributing to the company's strategic vision. The culture is built on accountability and high performance, making it an ideal place for those looking to make a significant impact in a rapidly evolving industry.
Contact Details:
PVH (Tommy Hilfiger/Calvin Klein) Recruitment Team
