Resource Planning Analyst

Role overview

Responsibilities

• Create and maintain workforce planning and optimisation solutions.
• Implement resource planning for change projects and report pinch points.
• Coordinate with stakeholders on project resource requests and resolve issues or escalations.
• Identify workload and resource fluctuations and recommend actions to reduce customer-service and operating-cost risks.
• Plan capacity across business-as-usual and project workloads; monitor actual and forecast FTE against budget and investigate variances.
• Produce accurate schedules and align resource deployment with service-level targets.
• Analyse forecast variances, improve reforecasting, share findings and support KPI and SLA achievement.
• Analyse business information, recommend efficiencies and conduct what-if scenario evaluations.
• Investigate service issues, recommend preventive actions and follow risk and control processes.
• Support recruitment and flexible-working requests in line with company policies.

Qualifications and competencies

• Knowledge of resource planning methodologies and workforce planning and optimisation experience in a back-office environment.
• Advanced Excel capabilities and good Microsoft Office knowledge, particularly MS Excel.
• Experience presenting data and business information to teams and management, and experience in a regulated industry.
• Working knowledge of telephony applications and Workforce Management systems.
• Strong analytical, planning, organisation, computer literacy, communication, presentation and stakeholder-management skills.
• Problem-solving, relationship management, influencing, teamwork, attention to detail and ability to balance competing priorities and deadlines.

Pay and benefits

• Salary up to £36,147, depending on skills and experience.
• Benefits include 25 days' holiday plus public holidays, learning and development, health and wellbeing support, and an annual paid community day.

Working arrangements

• Hybrid working arrangements include tools and equipment to work from home when needed, depending on the role.