Role: Contact Centre Resource Planning & Forecasting Analyst
Advertised by: Longreach Recruitment
Location: London
Work Type: Hybrid – 1 day per week onsite rest from home (onsite parking available)
Salary: £40’000 - £46’000 (depending on experience) + Broad Benefits
Initial 12 Month Fixed Term Contract

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 support a growing operation delivering exceptional service to a fast-growing customer base across voice / email /web /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 rest from home (onsite parking available)
£40’000 - £46’000 (depending on experience) + Broad Benefits

Key Role Purpose & Responsibilities

• Develop accurate demand forecasts and capacity plans via Excel modelling skills / 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 v  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 & influencing capabilities.

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

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