Senior Resource Planning Analyst

Mill Lane, Digbeth

Job Details


UK Head Office - Head Office

Contract Type


Working Pattern

Full Time


£27,000 per annum

Closing Date

16/12/2022 10:00

Join us on the Journey...


We have an exciting opportunity for a Senior Resource Planning Analyst based in Birmingham, who will proactively monitor customer demand and Advisor adherence to schedule and make any appropriate adjustments ensuring Contact Centre service levels are optimised. You will assist in ensuring the Resource Planning Cycle is achieved, by forecasting customer demand and aligning schedules to meet staffing requirements. 

Working hours will be Monday to Friday, from 09.00 to 17.00 with the occasional on call responsibility.

What you'll do...

  • Actively monitor call performance, take appropriate actions to optimize resources.
  • Manage the generation and maintenance of all Contact Centre Advisors breaks and lunches and liaise with Team Managers to ensure break adherence targets are met.
  • Proactively check staffing levels against forecast 4 weeks ahead, identify shift changes required to improve roster fit and communicate these to Contact Centre employees.
  • Authorise annual leave and overtime requests in line with Contact Centre guidelines.
  • Schedule all off phone duties in line with staffing forecasts and communicate schedules to Team Managers and Advisors.
  • Manage daily timekeeping by recording all Contact Centre lates and liaise with all Contact Centre Managers to ensure time keeping policy is followed. 
  • Assist in the creation of demand forecasts and the management of rosters in line with Resource Planning guidelines.
  • Assist the Performance Manager and support team in day to day activity and produce reports on request from senior managers.

What you'll need...

  • Knowledge in shift work and working time directive.
  • Proven experience or knowledge in forecasting in a Contact Centre environment
  • Experience of working with workforce management tools such as Teleopti and Telephony platform 8x8.
  • Knowledge in using Excel at an advance level and managing data.
  • Experience in using Tableau or anything similar such as Power BI
  • Have some leadership skills to support team and be able to work unsupervised.
  • Ability to work towards a tight deadline and accurate data.

In return, we offer a wide range of benefits such as...

  • Free travel for you and your partner
  • Company pension
  • Access to NX Health Bus
  • Employee Assistance Programme
  • Variety of deals and discounts available through NX online portal


Things to note...

At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.

As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.



Your place in our world

Performance Manager
Senior Resource Planning Analyst