At a Glance
- Tasks: Forecast and plan for a busy call centre, ensuring effective scheduling and resource management.
- Company: Join a mission-driven company simplifying utilities for everyone.
- Benefits: Hybrid working, competitive salary, holiday trading, and wellness perks.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact in a dynamic environment while developing your career.
- Qualifications: Experience in forecasting and resource planning, strong analytical skills.
The predicted salary is between 40000 - 50000 € per year.
We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings! We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you. We put people first. It’s all about you.
The Resource Planning department performs many essential roles in the day‑to‑day and future running of the busy call centre – from understanding contact demand and business sizing three years out, right down to the on‑day delivery of the plan. As an Analyst within the Resource Planning team, you will be responsible for forecasting, planning, and scheduling of several workstreams. You will ensure the business plans effectively to achieve its targets and that any risks or opportunities are highlighted well in advance.
Responsibilities- Maintain and further develop detailed forecasts ranging from +3 years out down to interval‑level projections.
- Maintain detailed capacity plans, ensuring that agreed shrinkage and performance targets are reflected, current FTE actuals are accurate, and all future requirements are accounted for.
- Utilise the latest forecasts to ensure “best fit” scheduling of FTE to achieve the best possible service levels for our customers.
- Own the scheduling of team and business events.
- Act as the primary point of contact for RP‑related queries within your business units, meeting weekly and monthly to discuss upcoming plans, facilitate decision‑making, and analyse the impacts of potential resolutions.
- Review performance against previous plans to enhance future planning.
- Work closely with the Service Delivery Team to understand where scheduling was successful and where reactive action was taken to constantly improve the scheduling approach.
- Undertake data analysis as requested by operational departments and the Resource Planning Manager.
- Proven experience in forecasting and resource planning for a contact centre/call centre, ideally multi‑channel operations (Voice, Email, Chat/Messaging).
- Expert knowledge of WFM methodologies (ideally NICE or Genesys) and ACD tools (ideally Genesys).
- Capacity planning experience.
- Highly numerical with experience in analysing large, complex datasets to identify trends and patterns.
- Strong communication skills with the ability to engage comfortably with stakeholders at all levels of the business.
- Strong Excel and G‑Sheet skills are highly desirable.
- Experience in a planning role that involved heavy collaboration with a BPO/Outsourcer.
- Experience planning for Back Office areas.
- An industry benchmarked salary (disclosed during the first conversation).
- Hybrid working, 2 days in the office (flexible arrangements open).
- Holiday trading – buy & sell up to 5 days holiday each year.
- Electric Car salary sacrifice scheme through Tusker.
- Discount on our services and a free Cashback Card; access to 100s of rewards and discounts through Perkbox.
- A matched contribution pension scheme and life assurance up to 4x your salary; free mortgage advice and a financial wellbeing tool.
- Save as You Earn scheme.
- Family‑friendly policies designed to help you and your family thrive.
- Flexible benefit choices such as private health insurance, free Virtual GP, gym discounts and wellbeing apps.
- Belonging groups that help UW shape an inclusive future.
- Commitment to developing your career journey through learning, coaching and new experiences.
Location: London, Colindale (Hybrid)
Contract: 12‑month Fixed Term Contract
Equal Opportunity Statement: We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.
Forecasting and Planning Analyst employer: Utility Warehouse
At UW, we prioritise our people and foster a vibrant work culture that encourages growth and collaboration. As a Forecasting and Planning Analyst in our London office, you'll enjoy hybrid working arrangements, competitive benefits including a matched pension scheme and family-friendly policies, and ample opportunities for professional development. Join us in our mission to simplify utilities for customers while being part of a diverse and inclusive team that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Forecasting and Planning Analyst
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working in forecasting and planning roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of WFM methodologies and ACD tools. Be ready to discuss how you've used data analysis to drive decisions in past roles. Show them you’re the expert they need!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values. We at StudySmarter recommend applying through our website to ensure your application gets the attention it deserves!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’d be a perfect fit for their team.
We think you need these skills to ace Forecasting and Planning Analyst
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Forecasting and Planning Analyst role. Highlight your experience in forecasting and resource planning, especially in a contact centre environment, to show us you’re the perfect fit!
Show Off Your Skills:Don’t hold back on showcasing your numerical prowess and Excel skills! We love seeing candidates who can analyse complex datasets and identify trends, so make sure to include specific examples of how you've done this in the past.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language and structure your thoughts logically. This will help us understand your qualifications and how you can contribute to our mission.
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 don’t miss out on any important updates about the role. Plus, we love seeing applications come through our own channels!
How to prepare for a job interview at Utility Warehouse
✨Know Your Numbers
As a Forecasting and Planning Analyst, you'll be dealing with complex datasets. Brush up on your numerical skills and be ready to discuss how you've used data analysis in previous roles. Bring examples of trends or patterns you've identified and how they impacted planning decisions.
✨Master the Tools
Familiarise yourself with WFM methodologies and ACD tools like NICE or Genesys. If you have experience with these systems, be prepared to share specific instances where you utilised them effectively. This shows you're not just knowledgeable but also practical in applying your skills.
✨Engage with Stakeholders
Strong communication is key in this role. Think about times when you've successfully engaged with stakeholders at various levels. Prepare to discuss how you facilitated decision-making and handled queries, as this will demonstrate your ability to collaborate effectively within the team.
✨Show Your Flexibility
With hybrid working and a focus on family-friendly policies, it's important to convey your adaptability. Be ready to discuss how you've managed work-life balance in previous roles and how you can contribute to a positive team environment while meeting business needs.
