We are seeking a highly analytical and detail-oriented Resource Planning Analyst to join our Resource Planning and MI team in Swindon. This role is responsible for ensuring optimal staffing levels in our busy customer Call Centre by effectively forecasting, scheduling, capacity planning, and real-time management. The successful candidate will play a key role in supporting operational efficiency and service delivery, leveraging workforce management tools such as Genesys PureCloud to drive data-driven decision-making. Key responsibilities: Develop accurate short-term, medium-term, and long-term forecasts for call volumes,emails, chats, and other customer interactions. Analyse historical data, trends, and business insights to create capacity plans that alignwith business objectives. Collaborate with stakeholders to understand future demand drivers and translate theminto workforce requirements. Create, maintain, and optimize agent schedules to align with forecasted demand whilebalancing efficiency and employee engagement. Ensure scheduling considers operational constraints such as shrinkage, training,meetings, and holidays. Monitor and adjust intraday schedules to optimize resource utilization. Monitor real-time performance, ensuring service level agreements (SLAs) are met acrossall channels. Respond proactively to any deviations from forecasted demand by making intradayadjustments, such as reallocation of staff or overtime recommendations. Provide real-time insights and communicate actionable recommendations tooperations teams. Generate reports on performance metrics, forecasting accuracy, schedule adherence,and occupancy levels. Identify trends, inefficiencies, and areas for improvement within workforce planningprocesses. Work with technology teams to enhance WFM system capabilities and automationopportunities, with focus on leveraging AI where possible. Skills and experience: Strong communication skills ability to collaborate with stakeholders at all levels. Proven experience in resource planning, forecasting, scheduling, and real-time workforce management in a contact centre environment Advanced Excel skills and familiarity with SQL, Power BI, or other analytical tools is a plus. Proficiency in Workforce Management (WFM) systems; experience with Genesys PureCloud is highly desirable. Strong analytical and problem-solving skills, with experience in data analysis and reporting. Ability to work in a fast-paced environment, balancing multiple priorities while maintaining attention to detail. Understanding of key performance indicators (KPIs) such as service levels, occupancy, adherence, and shrinkage. A keen interest in AI technology and implementation in Contact Centres. Benefits: Employee discount: amazing discounts available on all Oak Furnitureland products after successful completion of probationLife assurance: free cover of a minimum of two times your annual salary up to the age of 65Birthday: an additional day off for you to celebrate your birthday 25 days holiday Pension: 4% employee contribution matched by the company Employee Assistance Programme: gives all employees access to both telephone and face-to-face counselling servicesMy Rewards Programme: offers discounts on everything from restaurants and supermarkets, to entertainment and holidaysFree on-site parking