Contact Centre Planning & Forecasting Analyst
Posted 4 days ago by Longreach Recruitment
£42,000 Per year
Fixed-term
Hybrid
London
Summary: The Contact Centre Resource Planning & Forecasting Analyst role at Longreach Recruitment is a 12-month fixed-term contract focused on enhancing the performance of a contact centre through effective forecasting and resource planning. The position requires expertise in Excel-based forecasting, capacity planning, and workforce management tools. The analyst will collaborate with various teams to optimize schedules and ensure alignment with business objectives. This role is ideal for individuals with a strong background in contact centre operations and resource planning.
Key Responsibilities:
- Develop accurate demand forecasts and capacity plans via Excel modelling skills.
- Refine and proactively manage the contact centre Planning and Forecasting process.
- Create, release and optimise schedules on a rolling basis.
- Collaborate with cross-functional teams to align resource strategies with business goals.
- Provide broad Resource Planning advice and recommendations to the business.
Key Skills:
- Demonstrable experience as a contact centre Resource Planner / Forecaster.
- Detailed understanding of the core metrics and inputs within the contact centre forecasting process.
- Strong Excel proficiency and familiarity with Erlang methodologies.
- Experience creating, releasing and optimisation of contact centre staffing schedules.
- Comprehensive understanding of the end-to-end resource planning cycle.
- Hands-on experience with a leading contact centre WFM tool or platform.
- Exceptional stakeholder management & influencing capabilities.
Salary (Rate): £42,000/year
City: London
Country: UK
Working Arrangements: Hybrid
IR35 Status: Fixed-term
Seniority Level: Mid-Level
Industry: Other
Longreach Recruitment are hiring a Contact Centre Resource Planning & Forecasting Analyst
This is an initial 12 Month Fixed Term Contract position where you’ll be joining a well-established and high performing Contact Centre Resource Planning team that supports a growing operation delivering exceptional service to a fast-growing customer base across voice / email /web /chat channels.
We’re seeking interest from contact centre experienced Resource Planners and Forecasters with a demonstrable skillset within Forecasting and Capacity Planning (excel based for creation and ongoing refinement), solid WFM experience (Nice / Verint / Genesys / Calabrio etc) and the ability to create, release and optimise Schedules to meet your predicted demand profile.
Location: London
Work Type: Hybrid – 1 day per week onsite rest from home.
£38’000 - £42’000 (depending on experience) +Broad Benefits
Key Role Purpose & Responsibilities
- Develop accurate demand forecasts and capacity plans via Excel modelling skills / abilities.
- Refine and proactively manage the contact centre Planning and Forecasting process – amending to cater for changes in shrinkage, demand, seasonality or regulatory changes.
- Create, release and optimise Schedules on a rolling basis.
- Collaborate with cross-functional teams to align resource strategies with business goals.
- Provide broad Resource Planning advice and recommendations to the business in a support and advisory capacity ( Schedule optimisation / Forecast v Actual metrics / ongoing refinement and remodelling of the Forecast to ensure all impacts are measured and accounted for)
What Experience You'll Bring
- Demonstrable experience as a contact centre Resource Planner / Forecaster
- Detailed understanding of the core metrics and inputs within the contact centre forecasting process
- Strong Excel proficiency and familiarity with Erlang methodologies.
- Experience creating, releasing and optimisation of contact centre staffing Schedules.
- Comprehensive understanding of the end-to-end resource planning cycle.
- Hands on experience with a leading contact centre WFM tool or platform
- Exceptional stakeholder management & influencing capabilities.
Register your interest in the Contact Centre Resource Planning & Forecasting Analyst position by applying as directed.
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Management, Analytics, and Customer Contact Technologies.