Pennon Group
Resource Planning Analyst
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Resource Planning Analyst
Location: Exeter HQ
Department: Workforce Planning & Reporting
Working Pattern: Monday to Sunday, operating between 07:00 and 22:00 on a rotational shift basis
About the Role
We're looking for a proactive and analytical Resource Planning Analyst to join our Workforce Planning & Reporting team. This is an exciting opportunity to play a key role in ensuring operational performance through effective forecasting, capacity planning, scheduling, real-time management and performance reporting. Working closely with operational leaders and stakeholders, you'll help ensure the right resources are available at the right time to meet customer demand, achieve service targets and deliver an excellent customer experience.
Key Responsibilities
- Produce accurate demand forecasts and capacity plans to support operational performance.
- Create and maintain workforce schedules that optimise service levels and resource utilisation.
- Monitor real-time performance and manage risks through effective intraday planning.
- Deliver management information, reporting and analysis to support business decision-making.
- Identify trends, performance variances and opportunities for continuous improvement.
- Build strong relationships with stakeholders and provide workforce planning expertise.
- Support workforce management systems, processes and planning governance.
- Drive improvements in forecasting accuracy, scheduling effectiveness and operational efficiency.
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About You
You'll have experience within Workforce Management, Resource Planning or a similar analytical role, ideally within a contact centre environment.
Essential Skills & Experience
- Experience in forecasting, capacity planning, scheduling and real-time management.
- Strong analytical and problem-solving skills.
- Advanced Microsoft Excel skills and confidence working with large data sets.
- Experience producing and interpreting management information and performance reports.
- Excellent stakeholder management and communication skills.
- Ability to prioritise effectively in a fast-paced operational environment.
Desirable
- Experience using Amazon Connect Workforce Management, NICE, Verint, Genesys or Calabrio.
- Experience with Power BI or other reporting tools.
- Knowledge of SQL, DAX or Power Query.
- Understanding of contact centre performance drivers and workforce management best practice.
Ready to Apply?
If you're passionate about workforce planning, data-driven decision making, and operational excellence, we'd love to hear from you.
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We believe in rewarding our people for their hard work and dedication. As our Resource Planning Analyst, you'll enjoy:
- Competitive Salary – Based on experience and skills
- Annual Bonus Scheme – Recognising company performance
- Pension Scheme – Helping you plan for your future
- Healthcare Benefits – Access to employee assistance programs
- Employee Discounts – On various products and services
- Annual Leave – Take time to recharge with our holiday entitlement
Closing Date
20th October 2026
We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible.
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Our Culture
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our Core Values
- Be Rock Solid: Build trust and be trusted. Be the one we all look to and can depend on.
- Be You: We want you to bring your best everyday. Be yourself and make your mark in your individual way.
- Be the Future: Embrace change. Drive Progress. Own the challenge.
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