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Job Description

Design, build, and own contact centre planning and performance, using data to optimise resources, processes, and operational effectiveness in a fast-growth environment.\n\nClient Details\n\nNew Challenge for 2026! Are you a Resource Planning Analyst ready to build something from the ground up?\n\nWe're looking for a data-driven, curious, and highly capable individual to create and own the planning and performance framework for a fast-growing contact centre operation. This isn't a maintenance role - it's a chance to design the entire planning function from scratch in a business that has grown 30% year on year and is about to accelerate even further.\n\nIf you're ambitious, technically strong, and want a role where your work genuinely shapes how a large, high-energy sales and customer operation performs, this could be the opportunity you've been waiting for.\n\nDescription\n\nBuilding short, medium, and long-term capacity plans based on telephony, sales, and demand data.\nDesigning efficient shift patterns, break structures, and offline time to keep performance optimised.\nOwning shrinkage and holiday processes to ensure consistency across teams.\nCreating automated performance dashboards (Excel/Power BI/Tableau) to give SLT the right insights, at the right time.\nUsing data from multiple channels - phone, email, SMS, WhatsApp - to uncover trends, spot inefficiencies, and make recommendations.\nWorking with call transcripts and speech analytics to drive quality and productivity improvements.\nDesigning scalable processes for planning, scheduling, and adherence that can grow with the business.\nPartnering closely with Marketing, Sales, and Finance to understand demand patterns and ensure resource forecasts align to business goals.\nEquipping managers with data that helps them make better daily decisions - without getting pulled into real-time firefighting.

\n\nProfile\n\nEssential: Experience in resource planning within a fast-paced sales or contact centre environment, using telephony systems to forecast, schedule, and analyse performance.\n\nAn Analyst from a Contact Centre looking to take the next step is the ideal match for this role. \nStrong analytical mindset with the ability to turn data into clear insight.\nConfident, proactive, and comfortable building processes from scratch.\nCurious and improvement-driven - always asking how things can work better.\nAdaptable and resilient, thriving in rapid growth and change.\nExcellent communicator who can influence stakeholders with data-led recommendations.\nAmbitious and ready to take the next step, with future potential to grow into leadership.\nAdvanced Excel skills; experience with Power BI/Tableau/SQL is a plus. \n\nJob Offer\n\n£45,000 - £50,000 salary\nHuge investment in growth - this is a scale-up environment, not a steady-state corporate.\nA chance to deliver big wins quickly, with the visibility and autonomy to make an impact.\nAn operation approaching 500 people, with service, sales, and marketing all under one roof.\nReal progression: this role will evolve as the function grows.\nHybrid working after probation, 2 days at home (initially 4 days office-based to get fully embedded).\nCentral Manchester offices with a buzzing atmosphere\nA people-focused culture with outstanding retention\nPrivate healthcare\nBirthdays off\nFamily days and volunteer days\nBring-your-pet-to-work incentives\nDiscounted travel (bus, tram, train) + season ticket loans\nDiscounted gym memberships\nLife assurance, income protection\nFree snacks, free drinks, and brilliant social eventsIf you want a role where you'll be in the centre of activity - shaping the future of a major contact centre operation and building a function you can be proud of - we'd love to hear from you

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