At a Glance
- Tasks: Analyse data and build forecasting models to optimise contact centre operations.
- Company: Join Halfords, a leading retailer in motoring and cycling innovation.
- Benefits: Competitive salary, bonus scheme, 25 days leave, and employee discounts.
- Other info: Hybrid working policy with a focus on wellbeing and inclusion.
- Why this job: Make a real impact in a dynamic environment while shaping processes and tools.
- Qualifications: Experience in workforce planning and strong Excel skills required.
The predicted salary is between 30000 - 50000 € per year.
Work type: Full time
Site: Redditch
Categories: Central Support
Location: West Midlands, Worcestershire
Salary: £35,894
About us
At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience – from e-bike and electric vehicle servicing to on-demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment. The teams at our Redditch Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth.
The role
As a Workforce Planning & Forecasting Analyst at Halfords, you’ll play a central role in making sure our contact centre operations both in-house and with our outsource partner run at their best. Supporting over 400 people across multiple channels and services, you’ll take ownership of the data, analysis and forecasting that ensures we have the right people, in the right place, at the right time. It’s a hands-on role where your models, insights and recommendations will directly influence service levels, recruitment plans and budget performance. You’ll thrive if you enjoy turning complex datasets into meaningful insight, building and maintaining forecasting models, and spotting trends that others miss.
Key responsibilities
- Build, maintain and improve forecasting models for our in-house and outsourced contact centre teams, covering multiple channels including retail, garages, membership and customer retention.
- Analyse historical and real-time data to spot trends, understand drivers and provide clear insight into workload, staffing and performance.
- Partner closely with the Forecast & Capacity Manager, providing the data and analysis that supports strategic decisions around recruitment, budgets and capacity planning.
- Prepare clear reports and dashboards to communicate performance, forecast accuracy and operational insights to stakeholders at all levels.
- Collaborate with outsourcing partners to ensure forecasts align with contractual requirements and operational capabilities.
- Use advanced Excel skills (and ideally Power BI) to manipulate large datasets and create models that improve forecasting accuracy and efficiency.
- Support continuous improvement by reviewing existing processes, identifying opportunities to refine models and introducing better ways of working.
About you
- Strong experience in forecasting or workforce planning within a contact centre or similarly complex environment.
- Highly proficient in Excel with proven ability to build and maintain forecasting and planning models; knowledge of Power BI or other visualisation tools is an advantage.
- Comfortable working with large datasets and using data to explain trends, tell a story and influence decisions.
- Strong analytical and problem-solving skills, with great attention to detail and the ability to work at pace.
- Confident communicator who can explain complex data in simple terms, collaborate effectively and build trust with colleagues and partners.
- Curious, proactive and organised, with experience working in a fast-moving environment and enjoys shaping processes as much as maintaining them.
Reward & benefits
A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays and enhanced family leave. Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations. You will have access to a wealth of employee discounts across the Halfords suite of products and services. Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.
Not sure you meet all the criteria? We’d encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We’re an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.
At Halfords, we operate a 2 days per week on-site hybrid working policy at our Support Centre in Redditch Worcestershire.
Workforce Planning & Forecasting Analyst (Contact Centre) Halfords in Redditch employer: CCMA - Call Centre Management Association
At Halfords, we pride ourselves on being an excellent employer, offering a dynamic and fast-paced work environment in Redditch, where your contributions directly impact our customer-focused operations. With a commitment to employee growth, competitive benefits including a discretionary bonus scheme, and a strong focus on wellbeing and inclusion, we empower our team members to thrive both personally and professionally. Join us to be part of a collaborative culture that values innovation and supports your career aspirations while enjoying a wealth of discounts across our products and services.
Contact Detail:
CCMA - Call Centre Management Association Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Workforce Planning & Forecasting Analyst (Contact Centre) Halfords in Redditch
✨Tip Number 1
Network like a pro! Reach out to current employees at Halfords on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the role. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by diving deep into the company’s values and mission. Show how your skills in data analysis and forecasting align with Halfords' commitment to customer-driven innovation. Make it clear that you’re not just looking for a job, but a place where you can contribute to their success.
✨Tip Number 3
Practice your storytelling skills! Be ready to explain how you've used data to drive decisions in past roles. Use specific examples that highlight your analytical prowess and problem-solving abilities, especially in a contact centre environment.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the Halfords family. Let’s get you in there!
We think you need these skills to ace Workforce Planning & Forecasting Analyst (Contact Centre) Halfords in Redditch
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Workforce Planning & Forecasting Analyst role. Highlight your experience with data analysis, forecasting models, and any relevant tools like Excel or Power BI. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your background makes you a great fit. Don’t forget to mention your love for data and how you can contribute to our dynamic team at Halfords.
Showcase Your Analytical Skills:In your application, be sure to showcase your analytical skills. Provide examples of how you've used data to drive decisions or improve processes in previous roles. We’re all about turning complex datasets into meaningful insights, so let us know how you’ve done that!
Apply Through Our Website:We encourage you to apply through our website for the best chance of success. It’s super easy, and you’ll be able to keep track of your application status. Plus, it shows you’re serious about joining our team at Halfords!
How to prepare for a job interview at CCMA - Call Centre Management Association
✨Know Your Data
As a Workforce Planning & Forecasting Analyst, you'll be dealing with complex datasets. Brush up on your Excel skills and be ready to discuss how you've used data to drive decisions in the past. Prepare examples of forecasting models you've built or improved.
✨Understand the Business
Familiarise yourself with Halfords' mission and values. Understand their customer-driven approach and think about how your role can contribute to enhancing customer loyalty. This will show that you're not just interested in the job, but also in the company's success.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to work under pressure. Think of scenarios where you've had to analyse data quickly to make a recommendation. Be ready to explain your thought process clearly and concisely.
✨Show Your Collaborative Spirit
This role involves working closely with various teams, including the Forecast & Capacity Manager and outsourcing partners. Be prepared to discuss how you've successfully collaborated in the past and how you can build trust with colleagues to achieve common goals.
