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Forecast and Planning Manager, Gloucester

Role: Forecasting and Planning Manager
Company: West Unified Communications
Full-Time, Permanent
Salary: Up to £40,000

West is a world leader in the ever-evolving field of Communication Solutions. It is our business to deliver reliable, scalable and productive communications solutions that change the way we work and improve the way we live, through our portfolio of technology services including Cloud, Digital and Unified communications (to name just few).

West is connecting the ideas, the innovation, the enterprise and the individuals that make things happen. But, before we can help our clients foster connections with their employees and customers, or grow their businesses through advanced communication technologies, we need to have the right team in place.  That’s where you come in!


We are creating a new global team of Forecasters and Capacity Analyst and we need you!

Supporting the delivery of a Global resourcing plan, both within a Contact Centre and back office environment, this position holds responsibility for ensuring the business has the right people in the right place with the right skill, while delivering a quality service that delights the customer.

As The Forecasting & Planning Manager you will manage the international Forecasting & Capacity Planning (F&P) teams to drive the future shape and direction of Operations. You will do this through the identification of best practice operating models, including staffing, technology, geographical locations and seat utilisation, in order to deliver long, medium and short term planning solutions for West.

The Forecasting & Planning team are integral to the success of our business, they work with and develop relationships with key stakeholders within the business to to drive the future shape and direction of the organisation. We offer you the freedom to grow and develop the global team of Forecasters and Capacity Analysts to ensure the company runs cost efficiently whilst delighting customers’ expectations.

If you are a Senior/Lead Analyst looking for that next step in your career, or are currently managing a team and want to take what you know and use it; develop it; and learn even more! if you want to work for a company that takes pride in the success of its employees then this is the job for you!

First and foremost, you will share the same values we pride ourselves on; the desire to exceed expectations, to work collaboratively, to be accountable and to proactively drive improvement.

  • Proven expertise in Forecasting and Capacity planning
  • Extensive experience in WFM in a fast paced customer focused environment, demonstrated by in depth knowledge of WFM methodologies and technology
  • Excellent influencing and relationship building / interpersonal skills, from agent level to VP of Operations
  • Advanced IT skills, specifically MS Excel
  • Ability to take ownership of problems and see through to resolution
  • Experience leading or coaching team members
  • Strong working knowledge of management reporting tools and processes within the contact centre industry (ACD, CRM, e-mail etc.)
  • Project Management skills would be an advantage
  • Advanced IT skills, specifically MS Excel
  • Ability to plan and prioritise work to tight timelines
  • Ability to take ownership of problems and see through to resolution

At West, we place a lot of value in giving our clients the solutions and support they need to operate efficiently and successfully. But that same desire to set our customers up for success applies to our employees as well. Our company culture is focused on inclusivity, innovation and empowerment. And our philosophy is simple: positive, successful employees will result in a positive, successful company.
We know that choosing a place to build your career isn’t just about the work you do every day. To make this vision a reality, we help our employees maximize their potential by providing them with training and career opportunities designed to challenge them and cultivate their professional potential.
We also acknowledge that perks are also important, and great benefits are vital. By offering a comprehensive benefits package, we are committed to helping our employees and their families address their healthcare needs, maintain a healthy work/life balance, and build a financially secure future. Our benefits package is designed to protect our employees’ health, financial security, personal welfare and peace of mind.

Apply now to join our successful team. Email:

At West we don't just accept difference - we celebrate it, support it, and build success upon it. We are proud to be an equal opportunities employer and no part of this advertisement is intended to discriminate on any grounds.




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