Resource Planning Analyst

About the role

At Intrum, 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, 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.
• Ensure compliance with the FCA principle of Consumer Duty by driving good customer outcomes across all aspects of service.

• 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.
• 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 management information (MI) and data to proactively identify issues and drive effective solutions.

• Competitive salary and attractive benefits package including 33 days holiday (plus bank holidays) at commencement, with the ability to buy more or sell back.
• Participation in gadget schemes.
• Contributory workplace pension scheme.
• Extra day to celebrate your birthday.
• Opportunities for personal development through training, coaching and employee recognition programmes.
• Private medical insurance, life assurance and other health benefits.
• Well‑being benefits: discounts on gym memberships, cycle‑to‑work schemes and a 24/7 employee assistance programme.
• Sociable working hours with breakfast and snacks provided in the office.
• A supportive, open and value‑driven culture that values ethics, dedication, solutions and empathy.

We are an equal opportunities employer. Intrum is authorised and regulated by the Financial Conduct Authority. We will conduct credit, fraud, criminal record, right‑to‑work and reference checks as part of our pre‑employment screening. We are committed to creating a diverse and inclusive workplace and to providing reasonable adjustments for applicants with disabilities.