Workforce Planning Analyst

Workforce Planning Analyst * Salary: £35,000 * Location: Warrington - hybrid (onsite for training) * Contrarct: Permanent * Hours: Mon-Fri (between 8am-6pm)

Are you an experienced Workforce Planning Analyst looking for your next challenge? Join one of the UK’s leading brands as part of their Central Operations Team in Warrington. This office-based role offers the opportunity to make a meaningful impact on customer experience by ensuring optimal staffing and resource allocation across a busy contact centre operation.

With a competitive salary of £35,000 and an impressive range of benefits—including bonuses, retail discounts, enhanced family pay, and wellbeing support—this is the perfect opportunity for someone with 1-2 years’ workforce management experience who thrives in a collaborative environment.

What You’ll Do:

As a Workforce Planning Analyst, you will:

• Analyse contact volume trends and forecast staffing needs to meet KPIs.
• Develop schedules that ensure optimal coverage across operational teams.
• Create insightful reports on team performance and recommend improvements.
• Monitor real-time contact volumes against forecasts to address discrepancies.
• Collaborate with management to coordinate offline activities like training sessions.
• Maintain data integrity within workforce management systems.

What You’ll Bring:

To excel in this role, you’ll need:

• 1-2 years’ experience in Workforce Management using WFM software.
• Intermediate Excel skills (e.g., formulas) for effective data analysis.
• A background in data analysis, including reporting on call volumes, AHT, service levels, etc.
• Experience working in a 75+ seat contact centre environment (2-3 years preferred).
• Strong mathematical and statistical skills for accurate forecasting and reporting.
• Excellent interpersonal skills for collaboration across teams.

Why Join Us?

This organisation is one of the UK’s most recognised brands, committed to delivering exceptional customer experiences both online and through its extensive retail network. Employees enjoy:

• Bonuses, incentives, retail discount vouchers, and generous pension contributions.
• Enhanced maternity & paternity pay, long-service recognition programmes, and milestone rewards.
• Mental health support via an Employee Assistance Programme and 24/7 virtual GP services.
• Flexible working opportunities and access to free financial coaching sessions.

Ready to Apply?

If you’re ready to take the next step in your career as a Workforce Planning Analyst within a supportive team environment packed with generous benefits—apply today!

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates