Contact Centre Resource Planning & Forecasting Analyst

Role: Contact Centre Resource Planning & Forecasting Analyst

Location: LondonWork Type: Hybrid – 1 day per week onsite, rest from homeSalary: £40,000 – £46,000 (depending on experience)Contract: Initial 12‑month Fixed Term Contract

You will join a well‑established Contact Centre Resource Planning team that supports a growing operation delivering exceptional service across voice, email, web, and chat channels.

Key Role Purpose & Responsibilities

• Develop accurate demand forecasts and capacity plans via Excel modelling.
• Refine and proactively manage the contact centre planning and forecasting process, adjusting 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 in an advisory capacity, including schedule optimisation, forecast‑vs‑actual metrics and continual refinement of forecasts.

What We’re Looking For

• Demonstrable experience as a contact centre resource planner / forecaster.
• Detailed understanding of core metrics and inputs within the contact centre forecasting process.
• Strong Excel proficiency and familiarity with Erlang methodologies.
• Experience creating, releasing and optimising 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 and influencing capabilities.

Please register your interest in the Forecasting & Resource Planning Analyst position by contacting Ian Lasplace via ian@longreachrecruitment.co.uk.

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