At a Glance
- Tasks: Develop forecasts and optimise schedules for a high-performing contact centre team.
- Company: Join a well-established company delivering exceptional service to a growing customer base.
- Benefits: Competitive salary, broad benefits, and hybrid work model.
- Other info: Great opportunity for career growth in a supportive environment.
- Why this job: Make a real impact in resource planning while working with a dynamic team.
- Qualifications: Experience in contact centre resource planning and strong Excel skills required.
The predicted salary is between 40000 - 45000 £ 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, the rest from home)
Salary: £40,000 - £45,000 (depending on experience) + Broad Benefits
Key Role Purpose & Responsibilities
- Develop accurate demand forecasts and capacity plans via Excel modelling skills and 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 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 and influencing capabilities.
Please register your interest in the Forecasting & Resource Planning Analyst position by applying as directed.
Resource Planning & Forecasting Analyst (12 Month Contract) in London employer: Longreach Recruitment
Longreach Recruitment is an exceptional employer, offering a dynamic work environment where you can thrive as a Resource Planning & Forecasting Analyst. With a hybrid work model that promotes work-life balance and a strong focus on employee development, you'll have the opportunity to enhance your skills while contributing to a high-performing team dedicated to delivering outstanding service. Located in London, our company fosters a collaborative culture that values innovation and supports your career growth through comprehensive training and broad benefits.
StudySmarter Expert Advice🤫
We think this is how you could land Resource Planning & Forecasting Analyst (12 Month Contract) in London
✨Tip Number 1
Network like a pro! Reach out to your contacts in the industry, especially those who work in contact centres. A friendly chat can lead to insider info about job openings that might not even be advertised yet.
✨Tip Number 2
Show off your skills! If you’ve got experience with Excel modelling and WFM tools, don’t just mention it—bring it to life. Prepare examples of how you’ve used these skills to solve real problems in past roles.
✨Tip Number 3
Be proactive! After applying through our website, follow up with a quick email or LinkedIn message to express your enthusiasm for the role. It shows initiative and keeps you on their radar.
✨Tip Number 4
Prepare for the interview by brushing up on your knowledge of Erlang methodologies and forecasting metrics. Being able to discuss these confidently will set you apart from other candidates.
We think you need these skills to ace Resource Planning & Forecasting Analyst (12 Month Contract) in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in 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 strong Excel proficiency is a must, don’t shy away from showcasing your Excel projects or any relevant modelling you've done. We want to see how you can use those skills to develop accurate forecasts!
Highlight Your WFM Experience:If you’ve worked with tools like Nice, Verint, or Genesys, make sure to mention that! We’re keen to know how your hands-on experience can contribute to our high-performing team.
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 get you into our system quickly. Plus, it shows you’re serious about joining our team!
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 created and refined demand forecasts, as well as how you’ve managed capacity planning.
✨Familiarise with WFM Tools
Make sure you’re well-versed in the WFM tools mentioned in the job description, like Nice or Genesys. If you have experience with these platforms, be ready to share examples of how you’ve used them to optimise schedules and improve efficiency.
✨Understand the Business Context
Research the company’s operations and customer base. Understanding their service delivery across different channels will help you align your answers with their business goals during the interview.
✨Prepare for Scenario Questions
Expect questions that ask you to solve hypothetical problems related to resource planning and forecasting. Think about how you would handle changes in demand or unexpected shrinkage, and be ready to discuss your thought process.
