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.