Resource Planning Analyst

Put your data analytics expertise to very, very, very good use.

It’s not only that your ideas get implemented here. Or that we have the investment, resources, and tech you need to challenge yourself. It’s knowing everything your expertise influences here helps lead the way to a sound economy. Discover how you can grow by making a difference at Intrum as a Resource Planning Analyst.

The successful candidate will join our team who are responsible for resource planning and scheduling. You will be responsible for forecasting call trends, demand and providing analytics on both our customer and staffing demands, maintaining our workforce management system, providing insight and plan across our various departments.

Within this role you will be taking the lead by preparing agents schedules in accordance with inbound/outbound demand across the contact centre, providing feedback to key stakeholders. You will also be responsible for the resource plans, headcount tracking and helping to develop additional reporting that is required alongside self-management BAU requests.

We operate a hybrid working pattern allowing colleagues to gain a great work life balance with the opportunity to work from office/home for part of the week. This is a 12-month Fixed Term Contract.

What will you be doing?

• Forecast long-term, medium and short-term demands across customer operations based on key inputs from across the business to ensure optimal utilisation and capacity for the department including monthly variance analysis to forecast, identify trends and carry out regular re-forecasts.
• Review and analyse trends in data to build assumptions to plan effectively by understanding customer and staff demand. This will require gathering and interpreting all relevant business volumes that influence demand looking at continuous improvement.
• Interpret demand forecasts into FTEs required & skills required based on agreed standards of productivity and shrinkage.

• Design, delivery and ongoing review of current resource plans and models to support both BAU activity and strategic projects.
• Ensure the accuracy and integrity of the data used through detailed analysis and integration with both operations and contact strategy teams feeding this into monthly headcount tracking and reporting.
• Lead staffing meetings with operation management, providing a resource focused view. Using data to provide recommendations to the wider business to optimise staff scheduling for customer demand. 
• Maintain WFM system to meet SLA’s and communicate shift patterns and Shrinkage to agents and the wider management structure.
• SME for assigned WFM functions (scheduling, workforce performance and maintenance) across departments.
• Own and manage resource requests by scheduling phone and non-phone teams across all departments to meet customer demand, reviewing requests daily and weekly to ensure scheduling meets demand to meet SLA.
• Maintain a strong knowledge of the operation processes across the business and that such processes are conducted to a high standard.
• Partner with team members and management in implementing continuous improvement relating to resource management.

Is this you?

• Experience of forecasting, preferably within a call centre or an administration function within operations.
• Working knowledge of Workforce management systems.
• Experience of preparing and presenting findings from analysis.
• Logical and analytical approach to problem solving.
• Able to interpret and analyse MI and data to identify and solve problems.
• Strong mathematical, analytical, communication, and organisation skills.
• Interpersonal, communication, presentation, organisation skills and willingness to learn. 
• Proven ability to prioritise workload based on business and stakeholder needs.

• Proficient user of MS Office package, especially excel.
• Experience in using T-SQL
• Strong relationship and stakeholder management.
• Self-Motivated and able to contribute as part of a wider team.

About Intrum

As a multi-award-winning market-leading credit management company, Intrum has wide-ranging expertise in debt collection services, where we do business in 24 countries in Europe plus Latin America (Brazil). We have more than 10,000 experienced employees in our group.

Why Intrum?

Working for us means working for the international market leader. That not only sounds great. It also means working with the best people, the most exciting clients, the latest market innovations and the highest ethical standards.  Our business is about helping others. Helping individuals in debt get out of difficult situations. Assisting companies to get paid, so they can grow, employ and prosper. Which in turn is positive for the whole economy. You become an essential part of this circuit with us, which gives your job at Intrum a deeper meaning. Regardless of your role or title.

Our selection process. What to expect

We like to keep things simple, while at the same time ensuring the fit is right for you.

• We will firstly review your application to see if you’re a good match to the role.
• If we feel there is a good match, we will carry out a 2-stage selection process.
  • A virtual technical assessment.
  • A video or face to face competency-based interview which will involve the line manager.
• Our talent team will then be back in contact with you to gather your thoughts and provide feedback.

We offer a competitive salary and attractive benefits package, and we pride ourselves on rewarding success with our excellent bonus scheme and incentive package. We also have interactive subsidised events, colleague engagement teams, employee recognition and development programs.

We are an equal opportunities employer and authorised and regulated by the Financial Conduct Authority. We will conduct credit, fraud, criminal record and reference checks as part of our pre-employment screening.  You should not be bankrupt, have any outstanding county court judgments on your credit file, nor have more than two registered defaults.

(Strictly No Recruitment Agencies Please)