Resource Planning Analyst at Serco North America

Kirkby, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

20 Feb, 26

Salary

0.0

Posted On

22 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Resource Planning, Forecasting, Reporting, Scheduling, Analytical Thinking, Microsoft Office, Excel, WFM Systems, Organizational Skills, Communication Skills, Planning Principles, Erlang, Workload, Shrinkage

Industry

IT Services and IT Consulting

Description

Central House, Kirby – Hybrid Working Band 5 Full-time, Permanent Ready to make an impact? As a Resource Planning Analyst in our Outperform Solutions Team, you’ll play a key role in supporting accurate forecasting, reporting and scheduling that helps us meet customer and business needs. You’ll provide trusted analysis and recommendations, directly influencing performance across our contracts. You’ll be entrusted to: Develop, deliver and maintain forecasting models, capacity plans, schedules, and performance packs that support the achievement of service levels and targets. Monitor day-to-day call patterns, staffing levels, adherence and service deviations, making recommendations for improvements. Manage workforce management (WFM) systems, ensuring data accuracy, process adherence and up-to-date staff information. Own, build and publish staff schedules, proactively reviewing shifts to optimise service and performance. Produce accurate and timely reporting at daily, weekly, monthly and ad-hoc levels, supporting both operational and senior management decision-making. Maintain strong relationships with operational and intraday teams, acting as a trusted partner and providing regular commentary and insights. Does this sound like you? You’ll be a great fit for this role if you have: A strong understanding of planning principles and methodologies such as Erlang, Workload and Shrinkage. Excellent analytical thinking, with the ability to provide cost-effective recommendations that add value. Confidence with Microsoft Office, particularly Excel, and experience working with WFM systems such as Teleopti / Time 2 Work. Strong organisational skills, with the ability to manage multiple priorities and deliver against deadlines. Excellent communication skills, with the ability to collaborate effectively across all levels of management, colleagues and clients. Discover all you need to keep growing Here you’ll be part of a highly supportive culture with leaders you can count on to help you achieve your goals. From mentoring and training to our focus on internal progression, we’re proud to offer clear development opportunities – and the support and tools to help you seize them. Because this is a place for you Our people are integral to everything we do. That’s why our benefits are designed to put you first: Holidays: 25 days plus bank holidays Pension: Up to 6% contributory pension scheme Training and development: A wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression. Health and wellbeing: 24/7 Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres. Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel. ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period. Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community. Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme. All Serco employees must ensure that their current line manager is aware of their application. For confidential enquiries please contact MyHR. Serco are Disability Confident Leader employers and are committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

Responsibilities

As a Resource Planning Analyst, you will support accurate forecasting, reporting, and scheduling to meet customer and business needs. You will develop and maintain forecasting models and performance packs while monitoring call patterns and staffing levels.