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, and 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, the rest from home). Salary: £40,000 – £45,000 (depending on experience) + Broad Benefits.
Key Role Purpose & Responsibilities
- Develop accurate demand forecasts and capacity plans via Excel modelling skills and 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 vs Actual metrics, ongoing refinement and remodelling of the Forecast to ensure all impacts are measured and accounted for).
What We’re Looking For
- 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 and influencing capabilities.
Please register your interest in the Forecasting & Resource Planning Analyst position by applying as directed.
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