Planning Delivery Analyst

Planning Delivery Analyst Liverpool - Hybrid (2 Days a week in the office) Full Time, Permanent Position Let’s make the most of your talent DLG is evolving. Across every part of our business, we’re embracing innovation and putting customers at the heart of everything we do. Join us and you’ll not only be recognised for your skills, you’ll be empowered to grow them, make a real impact, and shape the future of insurance analytics. We’re looking for a Planning Delivery Analyst to join our Motability team in Liverpool. This is a role for someone who loves the puzzle of resource planning—someone who can look at a contact centre operation and ensure we have the right people, in the right place, at the right time. You won't just be crunching numbers; you’ll be the heartbeat of our operational performance. From short-term "on-the-day" troubleshooting to long-term trend prediction, your insights will directly impact our customer satisfaction levels and ensure our frontline teams are supported and effectively scheduled. What You’ll Be Doing End-to-End Scheduling: Manage short, medium, and long-term planning for our operational areas, ensuring contact centre schedules are optimised to meet customer demand. Workforce Management: Own the maintenance of workforce management systems and telephony tools, using prediction modelling to forecast performance across all operational units. Real-Time Delivery: Monitor the live "phones and mailbox" environment, responding to agent requests and making real-time adjustments to maintain service levels. Strategic Communication: Act as the bridge between planning and operations, maintaining a regular rhythm of communication with leaders to keep them informed of performance trends and future resource plans. Resource Optimisation: Undertake skill and call routing analysis to ensure we are utilizing our people effectively and providing the best possible service to our customers. Continuous Improvement: Identify opportunities to modernise our workflow management and streamline how we handle operational resource requests. What We’re Looking For We want a self-starter with a natural curiosity for how operations tick. You should be comfortable moving between technical data analysis and clear communication with stakeholders at all levels. Core Requirements: WFM Expertise: Knowledge and experience working with Workforce Management (WFM) systems. Exposure to tools like Genesys or QStory is highly advantageous. Analytical Mindset: An advanced ability to understand data and use it for capacity planning and prediction modelling. Operational Environment: Knowledge and experience working within a highly customer-focused environment, understanding the pressures and rhythms of a busy contact centre. Planning Skills: Knowledge and experience in resource planning, from managing daily schedules to predicting future operational events. Communication: The ability to translate complex data into clear updates for operational leaders and frontline staff. Ready to help us turn data into decisions? Apply now and help us redefine insurance analytics. Benefits We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working. Core benefits include: Employer contributed pension Annual company bonus Holiday allowance (plus the option to buy or sell days each year) Discounted home, motor and pet insurance plus free Green Flag breakdown cover Additional optional Health and Dental insurance EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way Buy as you earn share scheme Employee discounts and cashback You'll also receive: A detailed and tailored induction plan. An opportunity to join a collaborative team of six on a rotational basis, offering a diverse view of the business. Exposure to market-leading software such as Genesys, QStory, and other advanced telephony tools. A friendly, supportive and progressive business with ambitious objectives and plans. Closing Date: Friday 13th March 2026 #LI-Hybrid #LI-CL2 DLG is evolving. Across every facet of our business, our teams are embracing new opportunities and putting customers at the heart of everything they do. By joining them, you’ll have the opportunity to not just be recognised for your skills but encouraged to build upon them and empowered to do your absolute best. It could be within our broad Tech & Data roles or perhaps with the people-centric Customer Services & Claims team. Your expertise might be best suited to a financial or HR or legal route. Or your skillset makes you a perfect fit for our Auto Services function. The one thing they share? When you work here, the support you get goes beyond the day-to-day. We’ve got some of the most well-known names under our umbrella. From Direct Line and Churchill to Green Flag, Darwin and Privilege. So, whatever your skills or experience, there’s a place for you at DLG. You could be starting out in your career, taking the next exciting step or simply looking for a change. Here, we’ll ensure that you have the capacity to truly own your development while feeling confident you’re making your mark.