Resource Planning Analyst

TL;DR

Resource Planning Analyst: Supporting Contact Centre teams by analyzing and utilizing resources to meet Service Level Agreements and increase productivity. Focus on developing accurate demand forecasts, optimizing agent schedules, and providing deep data-driven insights into operational performance.

Location: Hybrid role based in Brighton, UK with flexibility to work from home 1 day per week.

Company

hirify.global is the UK’s fastest-growing used car marketplace, connecting private car sellers with verified dealers through an online-only platform.

What you will do

• Develop accurate demand forecasts and capacity plans across all contact channels (Voice, Live Chat, Email, and Tickets).
• Create, adjust, and distribute daily and weekly agent schedules, utilizing WFM principles to optimise resource allocation and utilization.
• Actively track and monitor the real time performance of KPIs and adherence to plans.
• Implement dynamic intraday adjustments to staffing and skill routing to mitigate performance risks.
• Provide deep analysis and data driven insights into operational performance (i.e. utilisation, occupancy, productivity).
• Proactively update and engage with operational stakeholders on current and future performance outlooks, translating complex WFM data into actionable business language.

Requirements

• Demonstrated success and hands on experience in end-to-end workforce planning and real time monitoring.
• Strong working knowledge of WFM systems (e.g., Calabrio, Genesys, NICE or similar) and contact center omnichannel platforms.
• Exceptional skill in using analytical tools (such as Google Sheets/Excel) to manipulate large data sets and translate complex data for stakeholders.
• Excellent ability to manage multiple, conflicting priorities effectively, particularly urgent real time needs.
• A proactive, self motivated approach to identifying operational gaps and implementing solutions independently.
• Experience working in a fast paced omnichannel contact centre environment.

Culture & Benefits

• Great work-life balance with standard shifts from 8:45am to 5:30pm.
• Sea-fronted office location in Brighton with regular social events, office drinks, weekly massages and free snacks.
• Flexibility to work from home 1 day per week.
• Stock options to share in hirify.global’s growth and future success.
• Pension scheme with our provider NEST.
• Strong commitment to your personal development.
• Opt-in comprehensive health insurance through BUPA including fitness discounts.
• Generous parental benefits including 6 months full paid maternity leave and 4 weeks paternity leave.

Hiring process

• Intro Call with Talent Partner (30 minutes).
• Hiring Manager Interview (60 minutes).
• Final Interview and Take Home Assessment (60 minutes).