Planning Delivery Analyst

Planning Delivery Analyst

Liverpool - Hybrid (2 Days a week in the office)

Full Time Permanent Position

Lets make the most of your talent

DLG is evolving. Across every part of our business were embracing innovation and putting customers at the heart of everything we do. Join us and youll not only be recognised for your skills youll be empowered to grow them make a real impact and shape the future of insurance analytics.

Were looking for a Planning Delivery Analyst to join our Motability team in Liverpool. This is a role for someone who loves the puzzle of resource planningsomeone who can look at a contact centre operation and ensure we have the right people in the right place at the right time.

You wont just be crunching numbers; youll be the heartbeat of our operational performance. From short-term on-the-day troubleshooting to long-term trend prediction your insights will directly impact our customer satisfaction levels and ensure our frontline teams are supported and effectively scheduled.

What Youll Be Doing

• End-to-End Scheduling: Manage short medium and long-term planning for our operational areas ensuring contact centre schedules are optimised to meet customer demand.
• Workforce Management: Own the maintenance of workforce management systems and telephony tools using prediction modelling to forecast performance across all operational units.
• Real-Time Delivery: Monitor the live phones and mailbox environment responding to agent requests and making real-time adjustments to maintain service levels.
• Strategic Communication: Act as the bridge between planning and operations maintaining a regular rhythm of communication with leaders to keep them informed of performance trends and future resource plans.
• Resource Optimisation: Undertake skill and call routing analysis to ensure we are utilizing our people effectively and providing the best possible service to our customers.
• Continuous Improvement: Identify opportunities to modernise our workflow management and streamline how we handle operational resource requests.

What Were Looking For

We want a self-starter with a natural curiosity for how operations tick. You should be comfortable moving between technical data analysis and clear communication with stakeholders at all levels.

Core Requirements:

• WFM Expertise: Knowledge and experience working with Workforce Management (WFM) systems. Exposure to tools like Genesys or QStory is highly advantageous.
• Analytical Mindset: An advanced ability to understand data and use it for capacity planning and prediction modelling.
• Operational Environment: Knowledge and experience working within a highly customer-focused environment understanding the pressures and rhythms of a busy contact centre.
• Planning Skills: Knowledge and experience in resource planning from managing daily schedules to predicting future operational events.
• Communication: The ability to translate complex data into clear updates for operational leaders and frontline staff.

Ready to help us turn data into decisions Apply now and help us redefine insurance analytics.

Benefits

We wouldnt be where we are today without our people and the wide variety of perspectives and life experiences they bring. Thats why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working. Core benefits include:

• Employer contributed pension
• Annual company bonus
• Holiday allowance (plus the option to buy or sell days each year)
• Discounted home motor and pet insurance plus free Green Flag breakdown cover
• Additional optional Health and Dental insurance
• EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way
• Buy as you earn share scheme
• Employee discounts and cashback

Youll also receive:

• A detailed and tailored induction plan.
• An opportunity to join a collaborative team of six on a rotational basis offering a diverse view of the business.
• Exposure to market-leading software such as Genesys QStory and other advanced telephony tools.
• A friendly supportive and progressive business with ambitious objectives and plans.

Closing Date: Friday 06 March 2026

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