Resource Planning Analyst

  • Job Reference: 96741
  • Date Posted: 14 July 2021
  • Employer: Serco Limited
  • Website:
  • Location: Merseyside (L33 7RX), United Kingdom
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Home Based
  • Duration: Permanent

Job Description

Here at Serco we are looking for a Resource Planning Analyst to join our successful OutPerform Solutions Team in Liverpool.  Our OutPerfrom Solutions Team is an integral part of our Customer Services business unit which aims to provide scale, flexibility and access to the latest digital services for our customers - we are growing rapidly in Customer Services and our aim is to become an industry leader in the field.

Working in collaboration with the Planning Architect, you will help with the help with the design & development of standard performance packs models in the delivery of performance targets. (Forecast models, Capacity Plans, Schedule Release Packs, RAP Packs, and Planning Packs etc.)  You will create and manage for monthly, weekly, daily and interval level forecasting for all departments ensuring variances are within tolerance.

You will also be required to maximise the use of workforce management tool across all contracts and ensure all relevant processes are followed. You'll administrate the workforce management tool and keep all relevant information up-to-date and accurate.  This is a huge opportunity to further your career and have a real impact on the success of the Customer Services.

Flexible work from home options available. However ideally you will be based in the North West/North East region to allow you to travel to site on occasion.

What you'll need to do the role

If you are a highly motivated individual who possesses an understanding of Contact Centre dynamics, has plenty of personal drive, takes a proactive, professional approach to their work and is able to manage their time/workload effectively, in order to meet demanding deadlines, then we want to hear from you!  We do ask that you have good working knowledge of planning principles and various methodologies like Erlang, Workload, Shrinkage etc as well as Business Processes and Contact Centre metrics. Knowledge of TeleOpti / Genesys / Nice IEX Workforce Management. would beneficial. 

Due to the nature of the role you should have a strong Microsoft Office skills, particularly advanced in Microsoft Excel.  Naturally confident, you will be able to liaise successfully with all stakeholders and have the gravitas to build solid relationships to leverage capability. It is important that you can get the best out of practices and processes and are not afraid to challenge the status quo. 

Why Serco?

Meaningful and vital work: We understand the culture of public service delivery and the obligations on us as a trusted partner to government.

A world of opportunity: Customer Service's is growing and developing, and you'll be able to contribute to and be a part of this.

Great people: We are a motivated team who will encourage you and help you to succeed. You'll have the resources you need to do your job in a diverse and supportive environment. 

What we offer:

  • Salary negotiable for the right candidate (dependent upon skills and experience)
  • Up to 6% contributory pension scheme;
  • Serco discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships;
  • We offer flexible/agile working environments and the chance to buy annual leave as part of the Annual Leave Purchase Scheme;
  • A company passionate about diversity and inclusion

If you think this role would suit you, working in an exciting and challenging environment with like-minded individuals, please apply now and upload a copy of your CV and covering letter.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 


Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

We're a Disability Confident employer and are committed to equal opportunities. If you have any additional queries, requirements or you need more time to apply, then please contact our recruitment team directly on 0345 010 4000. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Serco supports fair access to employment for those with unspent criminal convictions through the Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required).