Resource Planning Analyst – Hybrid/Remote with occasional visits to our Nottingham office. Salary: up to £32,000. Contract Type: Permanent.
We have a fantastic opportunity for a Resource Planning Analyst here at Domestic & General. The successful candidate will be responsible for the accurate creation, development and ownership of medium to long‑term strategic planning models for all operational areas to ensure accurate FTE requirements and operational and commercial targets are planned for.
About You
* Apply strong knowledge of the planning cycle, contact centre planning and capacity planning principles.
* Utilise WFM systems and advanced Excel skills to deliver accurate, efficient plans.
* Demonstrate understanding of forecasting and analytical techniques (e.g. regression).
* Interpret and apply shrinkage models and multi‑channel planning approaches.
* Work effectively under pressure and to strict deadlines.
* Communicate clearly and confidently with stakeholders at all levels.
* Maintain high attention to detail and accuracy in all outputs.
* Use strong analytical thinking to drive insights and results.
* Influence and negotiate effectively to achieve business outcomes.
* Bring proven experience in planning within a contact centre environment.
* Apply both Excel‑based models and WFM tools to deliver robust planning solutions.
The Role
* Prepare long‑term (monthly) customer demand forecasts accurately and efficiently.
* Formulate recruitment plans to ensure physical location of agents is available as required alongside operational targets.
* Conduct impact assessment modelling to understand the impacts of contact centre changes and how these flow into the capacity plan.
* Collaborate with colleagues to ensure budget demand and supply plans align with customer and client expectations.
* Collaborate with operational stakeholders to agree actions to close variances promptly, reducing customer and/or financial impact.
* Ensure future activity is planned in advance, using the agreed strategic approach, balancing customer and people demands.
* Ensure plans are available and communicated to call‑taking colleagues in a timely manner.
* Identify and check the integrity of appropriate data sources, interrogating the data to spot trends and exceptions, then use these findings to identify the source of any exception or change.
* Present complex technical plans in an easy to understand manner to all levels of stakeholders.
Stakeholder Relationships
Build and maintain effective and authentic working relationships with operational and commercial partners to identify and remove causes of conflict and help foster a one‑team approach to demand planning.
Teamwork
Build and maintain working relationships with colleagues in PDMI to ensure accuracy of work and a framework for feeding back issues into the planning cycle.
Benefits
* Hybrid role – work‑life balance.
* Health Cash Plan.
* Instant discounts on services.
* New credit building tool.
* Salary finance loans.
* Electric vehicle leasing.
* Long service awards.
* Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends.
Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks.
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