Resource Planning Analyst

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South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK's most stunning landscapes.

We're proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we're working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.

Whether you're starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.

Ready to make a splash? Join our team today.

Resource Planning Analyst

Location: Exeter HQ
Department: Workforce Planning & Reporting
Working Pattern: Monday to Sunday, operating between 07:00 and 22:00 on a rotational shift basis

About the Role

We're looking for a proactive and analytical Resource Planning Analyst to join our Workforce Planning & Reporting team.

This is an exciting opportunity to play a key role in ensuring operational performance through effective forecasting, capacity planning, scheduling, real-time management and performance reporting. Working closely with operational leaders and stakeholders, you'll help ensure the right resources are available at the right time to meet customer demand, achieve service targets and deliver an excellent customer experience.

Key Responsibilities

• Produce accurate demand forecasts and capacity plans to support operational performance.
• Create and maintain workforce schedules that optimise service levels and resource utilisation.
• Monitor real-time performance and manage risks through effective intraday planning.
• Deliver management information, reporting and analysis to support business decision‑making.
• Identify trends, performance variances and opportunities for continuous improvement.
• Build strong relationships with stakeholders and provide workforce planning expertise.
• Support workforce management systems, processes and planning governance.
• Drive improvements in forecasting accuracy, scheduling effectiveness and operational efficiency.

About You

You'll have experience within Workforce Management, Resource Planning or a similar analytical role, ideally within a contact centre environment.

Essential Skills & Experience

• Experience in forecasting, capacity planning, scheduling and real-time management.
• Strong analytical and problem‑solving skills.
• Advanced Microsoft Excel skills and confidence working with large data sets.
• Experience producing and interpreting management information and performance reports.
• Excellent stakeholder management and communication skills.
• Ability to prioritise effectively in a fast‑paced operational environment.

Desirable

• Experience using Amazon Connect Workforce Management, NICE, Verint, Genesys or Calabrio.
• Experience with Power BI or other reporting tools.
• Knowledge of SQL, DAX or Power Query.
• Understanding of contact centre performance drivers and workforce management best practice.

We believe in rewarding our people for their hard work and dedication. As our Resource Planning Analyst, you'll enjoy:

• Competitive Salary - Based on experience and skills
• Annual Bonus Scheme - Recognising company performance
• Pension Scheme - Helping you plan for your future
• Healthcare Benefits - Access to employee assistance programs
• Employee Discounts - On various products and services
• Annual Leave - Take time to recharge with our holiday entitlement

Closing Date: 20th October 2026

Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.

Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.

Our core values, which are essential to our success, are:

Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.

Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.

Be the Future - Embrace change. Drive Progress. Own the challenge.

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