1. Build a planning function from scratch
2. Huge impact in a fast-growth business
About Our Client
New Challenge for 2026! Are you a Resource Planning Analyst ready to build something from the ground up?We're looking for a data-driven, curious, and highly capable individual to create and own the planning and performance framework for a fast-growing contact centre operation. This isn't a maintenance role - it's a chance to design the entire planning function from scratch in a business that has grown 30% year on year and is about to accelerate even further.If you're ambitious, technically strong, and want a role where your work genuinely shapes how a large, high-energy sales and customer operation performs, this could be the opportunity you've been waiting for.
Job Description
3. Building short, medium, and long-term capacity plans based on telephony, sales, and demand data.
4. Designing efficient shift patterns, break structures, and offline time to keep performance optimised.
5. Owning shrinkage and holiday processes to ensure consistency across teams.
6. Creating automated performance dashboards (Excel/Power BI/Tableau) to give SLT the right insights, at the right time.
7. Using data from multiple channels - phone, email, SMS, WhatsApp - to uncover trends, spot inefficiencies, and make recommendations.
8. Working with call transcripts and speech analytics to drive quality and productivity improvements.
9. Designing scalable processes for planning, scheduling, and adherence that can grow with the business.
10. Partnering closely with Marketing, Sales, and Finance to understand demand patterns and ensure resource forecasts align to business goals.
11. Equipping managers with data that helps them make better daily decisions - without getting pulled into real-time firefighting.
The Successful Applicant
Essential: Experience in resource planning within a fast-paced sales or contact centre environment, using telephony systems to forecast, schedule, and analyse performance.
12. An Analyst from a