Job Title: Planning Analyst
Contract Type: 3 month secondment, Full Time
Salary Range: £27,200 - £34,000
Location: Any Ageas UK Office, You may be required to visit an Ageas UK office depending on business need
Work Level: 3
Closing Date for applications: Sunday 22nd March 2026
Hiring Manager: Jon Chapman
Planning Analyst: A fantastic internal opportunity to support delivery of the agreed site resource and service levels from the month ahead plan by optimising performance and activities across a multi-product and multi-brand inbound operation. Effectively planning Month, Week and Day Ahead handling of call forecasts through forward planning and management of shrinkage within agreed thresholds.
As Planning Analyst you will deliver the short to medium term resource plan for the site across multi-product and multi-brands. You will also be prepared to support optimised planning and real time management for the virtual multi-site environment. This includes engagement with stakeholders – advisors, Team Leaders, Operation Managers and site heads.
Main Responsibilities:
1. Plan and schedule off the phone activities in advance, managing shrinkage within agreed thresholds to ensure service levels are met.
2. Reforecast week ahead and day ahead requirements, identifying under/over staffing risks and recommending actions to optimise resources.
3. Work closely with Operations and L&D to time off phone events effectively and support the delivery of training plans.
4. Manage consultant holidays and respond to on the day off phone requests, ensuring entitlement accuracy and minimal service impact.
5. Maintain real time accuracy of the WFM system, analysing demand (volumes, AHT, service levels) and re optimising plans as needed.
6. Monitor consultant activity across sites, provide virtual performance support, and communicate recommendations to mitigate on the day service risks.
Skills and experience:
7. Plan and schedule off the phone activities in advance, managing shrinkage within agreed thresholds to ensure service levels are met.
8. Reforecast week ahead and day ahead requirements, identifying under/over staffing risks and recommending actions to optimise resources.
9. Work closely with Operations and L&D to time off phone events effectively and support the delivery of training plans.
10. Manage consultant holidays and respond to on the day off phone requests, ensuring entitlement accuracy and minimal service impact.
11. Maintain real time accuracy of the WFM system, analysing demand (volumes, AHT, service levels) and re optimising plans as needed.
12. Monitor consultant activity across sites, provide virtual performance support, and communicate recommendations to mitigate on the day service risks.
To find out more about this role and for information please contact Claire Pitts or Jon Chapman.
Alternatively, click on the “Apply Button” to be considered.