Call Centre Resource Planning Analyst

Job Description:

Job Title: Resource Planning Analyst
Salary: £33,500 per annum DOE + fantastic benefits
Location status: Hybrid (flexible working options available)
Location: Salford, Bupa Place / Staines, Willow House
Permanent/fixed term contract: Permanent
Shift pattern: Full‑time 37.5hrs

About the Role

We're looking for a highly skilled Resource Planning Analyst to help us deliver accurate, efficient, and optimised resource plans across our contact centre operations.

You'll create and maintain schedules and forecasts using workforce management (WFM) tools, provide insightful planning outputs, and support decision‑making through clear capacity modelling and performance analysis. As a subject matter expert, you'll continuously enhance our planning processes, tools, and models to improve accuracy and efficiency.

This is a fantastic opportunity for someone who thrives in a fast‑paced, data‑driven environment and enjoys partnering with operational teams, stakeholders, and external partners to deliver great business outcomes.

What You'll Be Doing

• Deliver accurate schedules, forecasts, working patterns, and planning outputs for operational teams.
• Ensure our WFM systems, tools, and methodologies are effective, accurate, and continuously improved.
• Act as a resource planning SME, supporting communication across planning, operations, UKI and external partners.
• Identify, interpret, and communicate risks to business objectives, service levels, and conduct measures.
• Provide expert recommendations to mitigate risks and improve operational performance.
• Manage schedule changes including working pattern requests, contracted hours, and activity adjustments.
• Oversee annual leave planning for agreed operational areas.
• Provide resource insights to support Tactical Planning, highlighting risks and opportunities.
• Build strong relationships across teams, promoting collaboration and best practice.
• Coach and support colleagues to enhance their understanding of planning tools and methods.
• Analyse processes, MI and performance data to recommend improvements and business solutions.
• Work closely with external partners, outsourcers, and stakeholders as required.

What We're Looking For

• Proven experience as a Subject Matter Expert in scheduling and/or forecasting.
• Background in planning within high‑volume, multi‑site, customer‑centric environments.
• Strong WFM system knowledge and hands‑on experience with planning models.
• Confidence working with large datasets and turning insights into clear business recommendations.
• Excellent communication and presentation skills, both written and verbal.
• Strong MS Office skills, particularly Excel and PowerPoint.
• Ability to influence at all levels-from frontline colleagues to senior leaders.
• Highly analytical, numerate, and comfortable operating in a fast‑paced environment.
• Experience delivering planning outputs across multi‑functional or matrix structures.
• Knowledge of FCA regulatory requirements (desirable depending on industry).
• Experience managing relationships with external partners or suppliers.

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social, and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• 25 days holiday, increasing through length of service, with option to buy or sell

• Bupa health insurance as a benefit in kind

• An enhanced pension plan and life insurance

• Annual performance-based bonus

• Onsite gyms or local discounts where no onsite gym available

• Various other benefits and online discounts

Why Bupa?

We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to ”Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

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