Who are we?
Our UK companies are proud to be part of the international Culligan group. We work to provide better water for our customers & consumers around the world. Culligan’s complete line of drinking water solutions, water softeners & water filtration systems set the standard in the water industry. Today, Culligan is proud to have provided world-class service and innovative water solutions for the last 80 years. At Culligan, we’re committed to delivering state-of-the-art products and water solutions that benefit our customers while minimizing the impact on the environment.
We are seeking a detail-oriented and analytical Resource Planning Analyst to join our dynamic Operational Development team. You will be responsible for forecasting, capacity planning, and scheduling to ensure optimal staffing levels that support service level targets and operational efficiency. This role plays a critical part in balancing customer experience with cost-effective resource utilisation.
What this role involves:
* Developing short-, medium-, and long-term contact volume forecasts using historical data, business drivers, and seasonal trends.
* Producing capacity plans to ensure adequate staffing aligned with customer demand and service level agreements (SLAs).
* Creating efficient and effective staff schedules, ensuring appropriate shift patterns, breaks, and rotations.
* Monitoring intraday performance and recommend adjustments.
* Providing insightful reports and dashboards on key metrics such as adherence, occupancy, service levels, and forecast accuracy.
* Conducting variance analysis and recommend corrective actions to improve planning accuracy.
* Working closely with Operations, HR, Training, and Recruitment to align planning activities with business priorities.
* Communicating planning insights and staffing risks proactively to leadership.
* Identifying opportunities for automation, efficiency, and enhancement within planning tools and processes.
* Supporting the implementation of new WFM systems and planning methodologies.
What we’re looking for:
* Proven experience in a resource or workforce planning role within a contact centre environment.
* Strong analytical skills with experience using Excel, SQL, and/or workforce management tools (e.g., Verint, Genesys, NICE, Aspect).
* Excellent communication and interpersonal skills to work effectively with diverse teams.
* Ability to manage multiple priorities in a fast-paced, changeable environment.
* Familiarity with key contact centre metrics and how they influence planning decisions.
* Experience with BI tools (e.g., Power BI, Tableau) and scripting or automation (e.g., VBA, Python) is a plus.
* Understanding of omnichannel environments (voice, email, chat, social media).
What we can offer:
* 23 days' holiday + Bank Holidays
* Company Pension scheme
* Company Sick Pay (after qualifying period)
* Cycle to Work scheme available
* Employee rewards and discounts
* Option to join Health Care Cash Plan
* 24/7 365-day access to Employee Assistance Programme through Health Assured
* Access to on-going learning and development with our online learning platform
* Free onsite parking
* Life Assurance
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