Workforce Planning Analyst, Gbr

At Intrum, you will grow by making a difference. You will do it in a highly international environment and in a supportive culture where effort counts. Staying ahead is everyone’s job. As the market leader, it’s up to us to stay ahead. To shape the industry. To set new standards. And wherever in the world your Intrum career path takes you, whatever role you play, you’ll be contributing to growth, innovation and impact that makes a real difference.

We are looking for a proactive and strategic Resource Planning Analyst to join our team. In this role, you will focus on planning ahead—looking days, weeks, and months into the future—to ensure operational readiness and efficiency. You’ll be responsible for resource planning, forecasting, and scheduling, using data-driven insights to help the business stay ahead of demand and support informed decision‑making across customer operations.

• Forecast short, medium, and long‑term demand using data, trends, and business insight.
• Translate forecasts into clear resource requirements (FTE and skill mix).
• Build and maintain capacity plans to ensure optimal staffing levels.
• Create and manage schedules, shift patterns, and rotas aligned to demand.
• Monitor performance through variance analysis and continuous reforecasting.
• Provide data‑driven recommendations on hiring, training, and resource allocation.
• Maintain and optimise workforce management (WFM) systems.
• Partner with operational leaders to align plans with business objectives.
• Lead staffing and planning discussions, providing insight and influencing decision‑making.
• Identify opportunities to improve forecasting, planning, and scheduling processes.
• Devoted to the FCA principle of Consumer Duty, by ensuring we are driving good customer outcomes across all aspects of services that have potential to impact our customers.

• Previous experience in resource planning, forecasting, or workforce management within a contact centre or operational environment.
• Experience using workforce management systems and reporting tools.
• Proven ability to build forecasts, schedules, and resource plans.
• Proven ability to operate under pressure with conflicting priorities, tight deadlines and stakeholder needs.
• Strong analytical and numerical capability with attention to detail.
• A continuous improvement approach with a drive to optimise performance.
• Skilled in analysing and interpreting MI and data to proactively identify issues and drive effective solutions.

• A competitive salary and attractive benefits package including 33 days holidays including bank holidays upon commencement, with the ability to buy more or sell back. You can participate in gadget schemes. Contributory workplace pension scheme.
• Additionally, you’ll get an extra day to celebrate your birthday.
• You’ll receive training and coaching for your personal development/progression, and employee recognition programmes to help you grow in your career.
• You’ll have access to private medical insurance, life assurance, and more.
• You’ll enjoy discounts on gym memberships, cycle to work schemes, and a 24/7 employee assistance programme.
• You’ll also have sociable working hours and breakfast/ snacks provided in the office.

Supportive, open, and value-driven culture:
Ethics. Dedication. Solutions. Empathy. Our values aren’t just words hanging in the reception. They guide us all daily. It’s what makes our culture inclusively open, inspiringly supportive and rich in diverse perspectives. It’s why Intrum is a natural home for people ready to make a difference. And it’s why people like you recognise this is the place to do just that.

We are an equal opportunities employer and authorised and regulated by the Financial Conduct Authority. We will…