Operations Planning Analyst
Location: Birmingham/Hybrid.
We are looking for a detail‑driven and analytically minded Operations Planning Analyst to support the delivery of a data‑led, efficient and customer‑focused Unity Experience operation. The role involves ensuring the right people, in the right place, at the right time to enable excellent customer outcomes and smooth operational performance.
Responsibilities
- Monitor and manage real‑time and short‑term resource planning, forecasting and scheduling
- Analyse historical data and customer contact volumes to support accurate forecasting models
- Produce daily and weekly reports on workforce performance, capacity, productivity and service levels
- Support the development of dashboards and analytical models to improve workforce visibility and decision‑making
- Assist with scenario planning and workload modelling to prepare for peak periods
- Collaborate with Operational Leads, QA and T&C teams to ensure planning aligns with quality, competency and customer outcome goals
- Identify and flag resourcing risks, inefficiencies or emerging trends
- Track and report on key KPIs including staffing levels, demand management, adherence and service performance
- Contribute to a culture of continuous improvement through insight, analysis and proactive recommendations
Qualifications
- Experience in workforce planning, resource modelling or operational analytics (contact centre experience is a bonus)
- Strong analytical skills with the ability to interpret data, identify trends and communicate findings clearly
- Confidence working with forecasting models, scheduling tools and reporting dashboards
- Excellent attention to detail and a proactive approach to problem‑solving
- Strong communication skills and the ability to collaborate across teams
- A continuous improvement mindset and a desire to enhance operational performance
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