Resource Planning Analyst
| Posting date: | 01 September 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £35000-35000 per annum |
| Hours: | Full time |
| Closing date: | 14 September 2025 |
| Location: | Kirby, L32 8SF |
| Company: | Serco Limited |
| Job type: | Permanent |
| Job reference: | 304007-43622727 |
Summary
Serco Limited
Central House, Kirby – Hybrid Working
£35,000 per annum + benefits 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.
Central House, Kirby – Hybrid Working
£35,000 per annum + benefits 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.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.