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Published on 22 December 2025

Lead Forecasting & Workforce Management Analyst

London (hybrid – 2 days onsite per week)

Role: Lead Forecasting & Workforce Management Analyst
Advertised by: Longreach Recruitment
Location: London (hybrid – 2 days onsite per week)
Salary: £50’000 ~ £55’000 + Bonus + Broad Benefits

Longreach Recruitment are hiring a Contact Centre experienced Lead Forecasting & Workforce Management Analyst for a leading Financial Services organisation.

As the SME for both contact centre (blended inhouse and outsourced) and Back Office processing areas; you’ll be responsible for creating accurate demand forecasts, capacity plans, and scenario models (excel based) to recommend and support operational and performance improvement initiatives.

Key Role Purpose & Responsibilities

Develop accurate demand forecasts and capacity plans using advanced Excel models.
Implement forecasting processes for back-office functions, including a detailed playbook
Refine and proactively manage the contact centre Planning and Forecasting process – amending to cater for changes in shrinkage, demand, seasonality or regulatory changes.
Collaborate with cross-functional teams to align resource strategies with business goals.
Provide broader Resource Planning advice and recommendations to the business in a support and advisory capacity ( Schedule optimisation / real time performance management)

What We’re Looking For

Demonstrable experience in both contact centre and Back Office resource planning
Advanced forecasting and modelling skills, including scenario and “what-if” analysis.
Advanced Excel proficiency and knowledge of Erlang methodologies.
Strong Excel proficiency and familiarity with Erlang methodologies.
Comprehensive understanding of the end-to-end resource planning cycle.
Excellent analytical, communication, and presentation skills.
Exceptional stakeholder management & influencing capabilities.

Alongside the base salary, our client provides a non-contractual annual performance bonus of 10 -15%, competitive pension, 4 x salary life insurance, share save schemes and a broad range of ‘flexible’ benefits that you can select to suit your personal circumstances.

To discuss this opportunity or express an interest please contact:

Ian Lasplace, ian@longreachrecruitment.co.uk

Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Management, Analytics, and Customer Contact Technologies.