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- Tasks: Develop forecasts and capacity plans using Excel to optimise contact centre schedules.
- Company: Join a high-performing team at Longreach Recruitment, a leader in resource planning.
- Benefits: Competitive salary, broad benefits, and hybrid work model with one day onsite.
- Why this job: Make a real impact by enhancing customer service through effective resource planning.
- Qualifications: Experience in contact centre resource planning and strong Excel skills required.
- Other info: Opportunity for career growth in a dynamic and supportive environment.
The predicted salary is between 38000 - 42000 £ per year.
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, and 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.
Salary: £38,000 - £42,000 (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 vs Actual metrics, ongoing refinement and remodelling of the Forecast to ensure all impacts are measured and accounted for).
What Experience & Abilities You Bring:
- 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 optimising 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 Contact Centre Resource Planning & Forecasting Analyst position by applying as directed.
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Management, Analytics, and Customer Contact.
Contact Centre Resource Planning & Forecasting Analyst employer: Longreach Recruitment
Contact Detail:
Longreach Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Resource Planning & Forecasting Analyst
✨Tip Number 1
Network like a pro! Reach out to your contacts in the contact centre industry and let them know you're on the lookout for opportunities. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by brushing up on your Excel skills and understanding of forecasting methodologies. Be ready to discuss how you've tackled challenges in resource planning before – real-life examples will make you stand out!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and career goals. Check out our website for openings that match your skills in resource planning and forecasting – we’ve got some great roles waiting for you!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from your conversation to show your genuine interest in the role and the company.
We think you need these skills to ace Contact Centre Resource Planning & Forecasting Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of Contact Centre Resource Planning & Forecasting Analyst. Highlight your experience with forecasting, capacity planning, and any relevant WFM tools you've used. We want to see how your skills match what we're looking for!
Showcase Your Excel Skills: Since this role heavily relies on Excel modelling, don’t forget to showcase your proficiency. Include specific examples of how you've used Excel in your previous roles, especially in creating forecasts or schedules. We love seeing those numbers in action!
Be Clear and Concise: When writing your application, keep it clear and concise. Use bullet points where possible to make it easy for us to read through your experience and skills. We appreciate a straightforward approach that gets to the point!
Apply Through Our Website: We encourage you to apply through our website for the best chance of being noticed. It’s the easiest way for us to track your application and get back to you quickly. Don’t miss out on this opportunity!
How to prepare for a job interview at Longreach Recruitment
✨Know Your Numbers
Brush up on your Excel skills and be ready to discuss specific forecasting models you've used. Be prepared to explain how you’ve created and optimised schedules in the past, as this will show your practical experience and understanding of the role.
✨Understand the Tools
Familiarise yourself with the WFM tools mentioned in the job description, like Nice, Verint, or Genesys. If you have experience with any of these platforms, make sure to highlight it during the interview, as it demonstrates your readiness to hit the ground running.
✨Showcase Your Collaboration Skills
Since the role involves working with cross-functional teams, think of examples where you’ve successfully collaborated with others. Be ready to discuss how you align resource strategies with business goals and how you’ve influenced stakeholders in previous roles.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle changes in demand or unexpected shrinkage. Prepare some scenarios from your past experience where you had to adapt your forecasts or schedules, and explain your thought process and the outcomes.