Workforce Planning Analyst
Salary: £35,000
Location: Warrington - hybrid (onsite for training)
Contrarct: Permanent
Hours: Mon-Fri (between 8am-6pm)
Keywords: workforce management, resource planning, contact centre operations, data analysis, staff scheduling, service level optimisation, reporting and analytics, employee wellbeing
An exciting opportunity has arisen for a Workforce Planning Manager to join a highly respected organisation in Warrington, offering a competitive salary of £35,000. This role is perfect for someone with a background in workforce management and resource planning who is eager to make a real impact on operational efficiency and customer service delivery. The successful candidate will play a pivotal part in ensuring the right people are in the right place at the right time, supporting both retail and online platforms.
What you'll do:
As a Workforce Planning Manager based in Warrington, you will be instrumental in shaping the success of the central operations team by ensuring that staffing levels consistently meet forecasted demands. Your day-to-day responsibilities will involve analysing complex data sets related to contact volumes and case trends, developing detailed reports that inform strategic decisions, and creating schedules that optimise both employee satisfaction and customer experience. You will work closely with management to balance operational needs with essential offline activities such as training or coaching sessions.
* Ensure optimal allocation of resources by matching skills and capabilities to deliver outstanding customer service across multiple channels.
* Analyse contact and case volume trends to assess the impact of business initiatives on operational demand.
* Determine staffing requirements and develop effective schedule patterns that align with forecasted volumes.
* Produce insightful reports on central operations team performance using intermediate-level data analysis techniques.
* Generate and adjust schedules for operational teams to maintain coverage and achieve targeted service levels.
* Identify potential gaps in scheduled coverage and present actionable recommendations to management for resolution.
* Collaborate with management to coordinate 'offline' activities such as meetings, training sessions, and coaching without compromising service delivery.
* Monitor real-time contact volumes against forecasts to ensure proactive adjustments are made as needed throughout the day.
* Manage scheduled activities within operational teams to guarantee appropriate coverage for optimal service touchpoints while keeping management informed of ongoing performance.
* Maintain data integrity within the workforce management system by capturing, storing, and reporting historical statistics accurately.
What you bring:
To excel as a Workforce Planning Manager in this role, you will bring proven expertise in managing workforce resources within busy contact centre environments. Your analytical mindset allows you to interpret large amounts of operational data quickly while maintaining accuracy under pressure. You are comfortable using advanced features in Excel for reporting purposes and have hands-on experience with workforce management software. Your strong communication skills enable you to collaborate effectively with both peers and senior managers when presenting recommendations or discussing scheduling strategies. A natural problem-solver who thrives on finding efficient solutions for complex challenges, you are also sensitive to the needs of your team members-balancing business objectives with employee wellbeing. Your reliability ensures that critical information is always captured correctly while your adaptability means you can respond positively when priorities shift unexpectedly.
* Demonstrated experience (1-2 years) in workforce management utilising WFM software within a contact centre environment.
* Proficient use of Microsoft Excel with intermediate knowledge of formulas for accurate data manipulation and reporting.
* Solid background (1-2 years) in data analysis involving capture, storage, and reporting of key metrics such as call volumes, average handling time (AHT), service levels, and forecast accuracy.
* Experience working in a call centre environment with at least 75 seats over 2-3 years is highly desirable for understanding large-scale operations.
* Strong mathematical and statistical abilities essential for maintaining precise data reporting standards.
* Ability to identify trends from complex datasets and translate findings into practical scheduling solutions.
* Excellent interpersonal skills enabling effective collaboration with colleagues at all levels of the organisation.
* A keen eye for detail ensuring data integrity across all workforce management processes.
* Adaptability when responding to changing business needs or unexpected fluctuations in contact volumes.
* Commitment to upholding high standards of customer service through thoughtful resource planning.
What sets this company apart:
This organisation stands out as one of the UK's most recognised brands with an unwavering commitment to delivering exceptional customer experiences across both retail stores and digital platforms. Employees benefit from an inclusive culture where teamwork is celebrated and individual contributions are valued. The company offers an impressive range of benefits designed around employee wellbeing, from generous bonuses and retail discounts through to enhanced family leave policies that support life outside work. Long-service recognition programmes celebrate loyalty while milestone rewards mark important achievements along your career journey.
What's next:
If you are ready to take your career forward as a Workforce Planning Manager in Warrington. Apply today by clicking on the link provided future starts here!
Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates
TPBN1_UKTJ