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, hybrid work model, and broad benefits package.
- 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) employer: Longreach Recruitment
Longreach Recruitment offers an exceptional opportunity for a Resource Planning & Forecasting Analyst within a dynamic and high-performing Contact Centre team in London. With a hybrid work model that promotes work-life balance, employees benefit from a supportive culture that values collaboration and professional growth, alongside competitive salaries and broad benefits. Join us to make a meaningful impact in a fast-growing environment while enhancing your skills in resource planning and forecasting.
StudySmarter Expert Advice🤫
We think this is how you could land Resource Planning & Forecasting Analyst (12 Month Contract)
✨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 or even referrals that could give you an edge.
✨Tip Number 2
Prepare for interviews by practising common questions related to resource planning and forecasting. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills effectively.
✨Tip Number 3
Show off your Excel skills! During interviews, be ready to discuss specific examples of how you've used Excel for forecasting and capacity planning. Maybe even bring along a portfolio of your work to impress the hiring team.
✨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 joining the team at Longreach Recruitment.
We think you need these skills to ace Resource Planning & Forecasting Analyst (12 Month Contract)
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 create accurate forecasts!
Highlight Your WFM Experience:Mention any hands-on experience with WFM tools like Nice, Verint, or Genesys. This will help us understand your familiarity with the systems we use and how quickly you can get up to speed.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate straightforward communication, so make sure your passion for the role shines through without unnecessary fluff!
How to prepare for a job interview at Longreach Recruitment
✨Master Your Excel Skills
Since this role heavily relies on Excel for forecasting and capacity planning, make sure you brush up on your Excel skills. Be prepared to discuss specific functions or formulas you've used in past roles, and maybe even practice a few scenarios beforehand to showcase your proficiency.
✨Know Your WFM Tools
Familiarise yourself with the WFM tools mentioned in the job description, like Nice, Verint, or Genesys. If you've used any of these platforms, be ready to share examples of how you’ve leveraged them for scheduling and optimisation in previous positions.
✨Understand the Contact Centre Metrics
Dive deep into the core metrics that drive contact centre performance. Be prepared to discuss how you’ve used these metrics to inform your forecasting and planning decisions. Showing that you understand the end-to-end resource planning cycle will definitely impress the interviewers.
✨Collaborate and Communicate
This role involves working with cross-functional teams, so highlight your experience in stakeholder management. Think of examples where you’ve successfully influenced decisions or collaborated on projects, as this will demonstrate your ability to align resource strategies with business goals.
