Overview
We are 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
* Forecast demand by analysing historic contact volumes, trends, and business drivers.
* Build and maintain effective schedules that balance operational performance with employee wellbeing.
* Produce clear, insightful reports using advanced Excel and workforce management tools.
* Monitor real-time activity and make proactive adjustments to protect service levels.
* Collaborate with leadership teams to plan offline activities (training, coaching, projects) while minimising operational disruption.
* Identify risks, capacity gaps and opportunities, presenting actionable recommendations to senior stakeholders.
* Uphold workforce management best practice and ensure data accuracy across systems.
What you\'ll bring
* Experience: 5+ years in workforce management/resource planning within a contact centre (75+ seats essential).
* Technical Skills: Strong Excel (pivot tables, lookups, advanced formulas as a minimum; VBA/Power BI desirable).
* Analytical Ability: Skilled at spotting trends and patterns in large datasets and making clear, evidence-based recommendations.
* Influence & Communication: Confident in engaging and challenging stakeholders at all levels.
* Adaptability: Thrives in a fast-paced environment, comfortable shifting priorities as demand changes.
Why join us
* We\'re one of the UK\'s most recognised brands, with a reputation for delivering exceptional customer experiences across both retail and digital channels.
* A supportive, inclusive culture where your expertise will be valued and recognised.
* A strong focus on employee wellbeing, including retail discounts, enhanced family leave policies, and long-service recognition.
* Opportunities for personal growth and career development in a national brand.
What\’s next?
If you\'re ready to take your workforce planning career to the next level, we\'d love to hear from you. Apply today—your next career move starts here.
Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates.
Additional information
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Customer Service
* Industries: Telephone Call Centers
#J-18808-Ljbffr