About the role
We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings!
We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you.
We put people first. It’s all about you.
The Resource Planning department performs many essential roles in the day‑to‑day and future running of the busy call centre – from understanding contact demand and business sizing three years out, right down to the on‑day delivery of the plan.
As an Analyst within the Resource Planning team, you will be responsible for forecasting, planning, and scheduling of several workstreams. You will ensure the business plans effectively to achieve its targets and that any risks or opportunities are highlighted well in advance.
Responsibilities
* Maintain and further develop detailed forecasts ranging from +3 years out down to interval‑level projections.
* Maintain detailed capacity plans, ensuring that agreed shrinkage and performance targets are reflected, current FTE actuals are accurate, and all future requirements are accounted for.
* Utilise the latest forecasts to ensure “best fit” scheduling of FTE to achieve the best possible service levels for our customers. Own the scheduling of team and business events.
* Act as the primary point of contact for RP‑related queries within your business units, meeting weekly and monthly to discuss upcoming plans, facilitate decision‑making, and analyse the impacts of potential resolutions.
* Review performance against previous plans to enhance future planning. Work closely with the Service Delivery Team to understand where scheduling was successful and where reactive action was taken to constantly improve the scheduling approach.
* Undertake data analysis as requested by operational departments and the Resource Planning Manager.
Requirements
* Proven experience in forecasting and resource planning for a contact centre/call centre, ideally multi‑channel operations (Voice, Email, Chat/Messaging).
* Expert knowledge of WFM methodologies (ideally NICE or Genesys) and ACD tools (ideally Genesys).
* Capacity planning experience.
* Highly numerical with experience in analysing large, complex datasets to identify trends and patterns.
* Strong communication skills with the ability to engage comfortably with stakeholders at all levels of the business.
* Strong Excel and G‑Sheet skills are highly desirable.
Nice to have
* Experience in a planning role that involved heavy collaboration with a BPO/Outsourcer.
* Experience planning for Back Office areas.
Benefits
* An industry benchmarked salary (disclosed during the first conversation).
* Hybrid working, 2 days in the office (flexible arrangements open).
* Holiday trading – buy & sell up to 5 days holiday each year.
* Electric Car salary sacrifice scheme through Tusker.
* Discount on our services and a free Cashback Card; access to 100s of rewards and discounts through Perkbox.
* A matched contribution pension scheme and life assurance up to 4x your salary; free mortgage advice and a financial wellbeing tool.
* Save as You Earn scheme.
* Family‑friendly policies designed to help you and your family thrive.
* Flexible benefit choices such as private health insurance, free Virtual GP, gym discounts and wellbeing apps.
* Belonging groups that help UW shape an inclusive future.
* Commitment to developing your career journey through learning, coaching and new experiences.
Location
London, Colindale (Hybrid)
Contract
12‑month Fixed Term Contract
Equal Opportunity Statement
We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.
All requests will be carefully and fairly considered. If you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.
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