Role: Contact Centre Resource Planning & Forecasting Analyst
Location: London
Work Type: Hybrid – 1 day per week onsite, rest from home
Salary: £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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