Role: Planning Delivery Analyst
Advertised by: Direct Line Motability
Location: Liverpool – Hybrid (2 Days a week in the office)
Close Date: Friday 06 March 2026
Let’s make the most of your talent
DLG is evolving. Across every part of our business, we’re embracing innovation and putting customers at the heart of everything we do. Join us and you’ll not only be recognised for your skills, you’ll be empowered to grow them, make a real impact, and shape the future of insurance analytics.
We’re 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 planning—someone who can look at a contact centre operation and ensure we have the right people, in the right place, at the right time.
You won't just be crunching numbers; you’ll 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 You’ll 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 We’re 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 wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s 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
You'll 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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