Resource Planning Analyst
Location: Hybrid/Remote with occasional visits to our Nottingham office.
Salary: up to £32,000
Contract Type: Permanent
We have a fantastic opportunity for a Resource Planning Analyst here at Domestic & General. The successful candidate will be responsible for the accurate creation, development and ownership of medium to long-term strategic planning models for all operational areas to ensure accurate FTE requirements and operational and commercial targets are planned for.
About You
To be successful in this role, you will be able to:
- Apply strong knowledge of the planning cycle, contact centre planning, and capacity planning principles
- Utilise WFM systems and advanced Excel skills to deliver accurate, efficient plans
- Demonstrate understanding of forecasting and analytical techniques (e.g. regression)
- Interpret and apply shrinkage models and multi-channel planning approaches
- Work effectively under pressure and to strict deadlines
- Communicate clearly and confidently with stakeholders at all levels
- Maintain high attention to detail and accuracy in all outputs
- Use strong analytical thinking to drive insights and results
- Influence and negotiate effectively to achieve business outcomes
- Bring proven experience in planning within a contact centre environment
- Apply both Excel-based models and WFM tools to deliver robust planning solutions
The Role
Prepare long-term (monthly) customer demand forecasts accurately and efficiently to ensure customers are provided with excellent customer service.
Formulate recruitment plans to ensure physical location of agents are available as required alongside operational targets.
Conduct impact assessment modelling to understand the impacts of contact centre changes and how these flow into the capacity plan.
Collaborate with colleagues to ensure budget demand and supply plans align with customer and client expectations
Collaborate with operational stakeholders to agree actions to close variances promptly, reducing Customer and/or financial impact.
Ensure future activity is planned in advance, using the agreed strategic approach, balancing Customer and People demands.
Ensure plans are available and communicated to call-taking colleagues in a timely manner.
Identify and check the integrity of appropriate data sources, interrogating the data to spot trends and exceptions, and then use these findings to identify the source of any exception or change.
Present complex technical plans in an easy to understand manner to all levels of stakeholders
Stakeholder Relationships: Build and maintain effective and authentic working relationships with operational and commercial partners to identify and remove causes of conflict and help foster a one-team approach to demand planning
Teamwork: Build and maintain working relationships with colleagues in PDMI to ensure accuracy of work and a framework for feeding back issues into the planning cycle.
Working for us, works for you
- Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.
- Work-Life balance with a hybrid role / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awards
- Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now!
Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks.
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.
Skills Required
- Strong knowledge of the planning cycle, contact centre planning, and capacity planning principles
- Advanced Excel skills (Excel-based models)
- Experience using WFM systems and tools
- Understanding of forecasting and analytical techniques (e.g., regression)
- Ability to interpret and apply shrinkage models and multi-channel planning approaches
- Proven experience in planning within a contact centre environment
- Ability to prepare long-term customer demand forecasts and FTE requirement forecasts
- Experience formulating recruitment plans and modelling operational impacts
- Strong stakeholder communication and presentation skills
- High attention to detail, ability to work under pressure and meet strict deadlines
- Analytical thinking with ability to identify data integrity issues and drive insights
- Ability to influence and negotiate with operational and commercial partners
What We Do
We’re Domestic & General, the appliance care experts. We look after the things people rely on every day to keep their homes running. In fact, we protect, repair and care for millions of products and appliances each year – from fridges and washing machines to TVs and boilers. We’ve also been in business since 1912. (So our customers know they're in safe hands.)
