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- Tasks: Create demand forecasts and optimise schedules for a dynamic contact centre.
- Company: Join a high-performing team at Longreach Recruitment, a leader in resource planning.
- Benefits: Enjoy a competitive salary, hybrid work, and broad benefits.
- Why this job: Make a real impact by shaping resource strategies for exceptional customer service.
- Qualifications: Experience in contact centre planning, strong Excel skills, and WFM tool familiarity.
- Other info: Great opportunity for career growth in a 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 supports 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 You’ll 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 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.
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 Technologies.
Contact Centre Planning & Forecasting Analyst in London employer: Longreach Recruitment
Contact Detail:
Longreach Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Planning & Forecasting Analyst in London
✨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, especially in roles like the Contact Centre Planning & Forecasting Analyst.
✨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.
We think you need these skills to ace Contact Centre Planning & Forecasting Analyst in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in contact centre resource planning and forecasting. Use keywords from the job description to show we’re on the same page about what you bring to the table.
Show Off Your Excel Skills: Since this role heavily relies on Excel for forecasting and capacity planning, don’t shy away from showcasing your proficiency. Mention specific projects or tasks where you’ve used Excel to create models or optimise schedules.
Highlight Your WFM Experience: If you’ve worked with tools like Nice, Verint, or Genesys, make sure to mention it! We want to see how your hands-on experience aligns with our needs in the contact centre environment.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting 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 in the past. Be prepared to explain how you’ve developed demand forecasts and capacity plans, as this will show your technical expertise.
✨Understand the Tools
Familiarise yourself with the WFM tools mentioned in the job description, like Nice or Verint. If you have experience with these platforms, be ready to share examples of how you’ve used them to optimise schedules and manage resources effectively.
✨Showcase Your Collaboration Skills
Since the role involves working with cross-functional teams, think of examples where you’ve successfully collaborated with others. Highlight how you aligned resource strategies with business goals and how your recommendations made a positive impact.
✨Prepare for Scenario Questions
Expect questions about how you would handle changes in demand or unexpected shrinkage. Prepare scenarios where you had to adapt your planning process and demonstrate your problem-solving skills. This will show that you can think on your feet and adjust to changing circumstances.