Overview
Resource Planning Analyst role at Serco. Hybrid working arrangement.
Role details
Role: Resource Planning Analyst
Location: Central House, Kirby — Hybrid Working
Salary: £35,000 per annum + benefits
Employment type: Full-time, Permanent
Responsibilities
* Develop, deliver and maintain forecasting models, capacity plans, schedules, and performance packs that support the achievement of service levels and targets.
* Monitor day-to-day call patterns, staffing levels, adherence and service deviations, making recommendations for improvements.
* Manage workforce management (WFM) systems, ensuring data accuracy, process adherence and up-to-date staff information.
* Own, build and publish staff schedules, proactively reviewing shifts to optimise service and performance.
* Produce accurate and timely reporting at daily, weekly, monthly and ad-hoc levels, supporting both operational and senior management decision-making.
* Maintain strong relationships with operational and intraday teams, acting as a trusted partner and providing regular commentary and insights.
What we’re looking for / Qualifications
* A strong understanding of planning principles and methodologies such as Erlang, Workload and Shrinkage.
* Excellent analytical thinking, with the ability to provide cost-effective recommendations that add value.
* Confidence with Microsoft Office, particularly Excel, and experience working with WFM systems such as Teleopti / Time 2 Work.
* Strong organisational skills, with the ability to manage multiple priorities and deliver against deadlines.
* Excellent communication skills, with the ability to collaborate effectively across all levels of management, colleagues and clients.
Benefits
* Holidays: 25 days plus bank holidays
* Pension: Up to 6% contributory pension scheme
* Training and development: A wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression
* Health and wellbeing: 24/7 Employee Assistance Programme, wellbeing app, and health plans
* Discounts: Save across around 1,000 retailers
* ShareSave scheme: Save and buy Serco shares at a discount
* Employee networks: Supportive networks for employees
* Charity: Paid volunteering day each year and payroll giving option
About Serco
Serco is a provider of public services with a global workforce delivering essential services in defence, transport, justice, immigration, healthcare and citizen services. We are committed to redesigning and improving public services.
Apply
Please click on the apply button to be taken to our careers website.
Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.
We are committed to building a diverse and inclusive organisation and will make reasonable adjustments at interview through to employment. We’re a Gold Inclusive Employer and encourage applications from females, those with disabilities or from an ethnic minority background.
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