Resource Planning and MI Analyst

Hours                    37.5 hpw between 8am – 6pm

Job Description:

This role is based within a brand new team where the ideal candidate will feel comfortable sitting between the resource planning job and the Management Information job. As this is a new team, this resource planning and MI analyst job will not fit someone who is regimented in their approach. There are lots of changes predicted so flexibility is key in this job.


  • Day to day monitoring of calls coming into the contact centre
  • Being able to analyse call trends
  • Identify trends and suggest improvements to the business
  • Take ownership of the rota’s
  • Manage the day to day service levels and answer rates
  • Forecasting
  • Discuss findings / presenting results to senior managers


  • Experience of workforce planning
  • Good working knowledge of all Microsoft packages, with strong MS Excel skills
  • A knowledge of Business objects or TABLEAU would be desirable
  • Excellent numerical skills with excellent attention to detail.
  • Good verbal and written communication skills, with an ability to communicate effectively at all levels
  • An analytical mindset
  • The ability to work in a fast paced environment whilst maintaining accuracy
  • Self-motivated with a will to succeed
  • Constantly seeking to drive process and performance improvement
  • A desire to develop the role and help grow the position to add value beyond resource planning
  • Clear communication style with the ability to articulate data
  • Encourages and listens to feedback from customers and the team
  • Some complaints handling experience within an FS regulated background would be advantageous

Keywords: resource planning, MI Analyst, real-time analyst, realtime analyst, complaints, tableau, business objects, forecasting,