We’re looking for a strategic problem-solver with a passion for turning data into action. In this role, you’ll shape how we forecast demand, schedule resources, and optimise performance across their contact centre operations. Your work will ensure they scale efficiently while delivering an outstanding experience for every customer.You’ll combine analytical expertise with process design to create smarter scheduling strategies, build insightful reporting tools, and identify opportunities to improve performance across multiple channels.What You’ll DoLead the development of resource plans that balance short-term agility with long-term scalability, using interaction and sales data to anticipate demand.Design and implement scheduling frameworks that optimise shift patterns, breaks, and offline time, ensuring teams operate at peak efficiency.Build automated dashboards and performance reports using BI tools (Power BI, Tableau) or advanced Excel, providing clear insights for decision-making.Analyse engagement across digital channels - such as email, SMS, and chat - to improve responsiveness and effectiveness.Act as the owner of planning and adherence processes, embedding scalable solutions that drive consistency and operational excellence.What You BringHands-on experience in workforce planning, resource optimisation, or operational analytics.Strong analytical skills with the ability to translate complex datasets into actionable strategies.Advanced Excel proficiency; experience with SQL and BI platforms (Power BI, Tableau) is a plus.A track record of designing and implementing robust processes that support growth.Excellent communication and stakeholder management skills, with the ability to influence through evidence-based insights.What’s in it for youStarting salary of £50,000Pension, life assurance & income protectionCycle-to-work scheme, health cashback plan and wellbeing appsDiscounted gym memberships & free online fitness classesEnhanced parental and caregiver leaveExtra days off for birthdays and volunteeringYear-round celebrations, gifts, and team activitiesThis is a fantastic opportunity play a key role in a rapaidly expanding business!If you are interested in this role, click ‘apply now’.NRG is an equal opportunities employer committed to promoting a diverse and inclusive workplace. We oppose all forms of unlawful or unfair discrimination on the grounds of any protected characteristic. Our aim is to create an environment that encourages diversity, builds on individual differences, and responds equitably to the needs of all. We proactively take steps to fulfil our legal obligations, remove barriers, monitor for fairness, reflect the communities we serve, and enforce a zero-tolerance policy for breaches of our Equality and Diversity policy.