Job Title: Senior Resource & Capacity Planning Analyst
Salary: £35,000
Location: Warrington - Hybrid (onsite for training)
Contract: Permanent
Hours: Mon-Fri (between 8am-6pm)
Keywords: workforce management, capacity planning, contact centre forecasting, staff scheduling, service level optimisation, advanced Excel, reporting and analytics
Shape the future of workforce planning with your expertise
We're looking for a Senior Resource & Capacity Planning Analyst to join our central operations team in Warrington. In this role, you'll play a key part in making sure our contact centre runs efficiently - with the right people in the right place at the right time.
This is not an entry-level role. To succeed, you'll bring at least 5 years of proven workforce planning experience in a contact centre setting, plus advanced Excel skills to turn complex data into actionable insights.
What You'll Do
1. Forecast demand by analysing historic contact volumes, trends, and business drivers.
2. Build and maintain effective schedules that balance operational perf...