Forecast Analyst in Bedford

Ready to make a real difference? Join us at the Money and Pensions Service (MaPS) as our Forecast Analyst. This is your chance to play a meaningful role in helping people across the UK build stronger financial futures and to do it as part of a supportive, energetic team.

Why This Role Matters

The Forecast Analyst is responsible for producing accurate contact volume forecasts and workload predictions to support effective workforce planning within the contact centre. The role ensures the business has the right number of advisors available at the right time to meet customer demand, service level agreements, and operational efficiency targets. The Forecast Analyst analyses historical trends, business drivers, and operational data to provide short-, medium-, and long-term forecasting models that support scheduling, budgeting, and strategic planning activities.

Responsibilities

• Develop and maintain accurate forecasting models to support a multi-channel customer contact strategy.
• Analyse historical data, trends, seasonality, and business activities to predict future demand.
• Continuously monitor actual versus forecasted volumes to understand trends and ensure appropriate recommendations for future forecasts and continuous improvement.
• Produce short-, medium-, and long-term forecasts to support operational and strategic planning.
• Collaborate with Operations, Finance, Marketing, and Workforce Management teams to understand upcoming activities that may impact demand.
• Provide clear variance analysis between forecasted and actual performance.
• Support capacity planning, resource planning and scheduling to ensure optimal staffing levels.
• Prepare and distribute forecasting reports, dashboards, and insights to stakeholders.
• Identify operational risks and recommend mitigation strategies.
• Support budget planning through workload forecasting and headcount modelling.
• Conduct scenario planning and what-if analysis to support strategic decisions.
• Support Planning Analyst during absences around schedule creation.

Qualifications

• Experience in forecasting and workforce planning/resource planning within a contact centre environment.
• Experience of scheduling.
• Strong analytical and numerical skills.
• Advanced Microsoft Excel skills including formulas, pivot tables, charts, and modelling.
• Experience using Workforce Management (WFM) systems such as Verint Workforce Management, NICE IEX, Genesys Cloud.
• Ability to interpret data and communicate insights clearly to stakeholders.
• Strong attention to detail and organisational skills.

Personal Attributes

• Team player with strong communication and stakeholder management skills, able to engage at all levels of the business.
• Proactive, self-led forward-thinking approach to driving insight and change to completion.
• Strong methodical approach to logical processes.
• Attention to detail and can demonstrate high quality and accurate output.
• Resilient, can do attitude.

Benefits

• 30 days’ annual leave plus bank holidays.
• Pension contributions matched 2 to 1 (employer contribution up to 10% of your salary).
• Season ticket loan.
• Cycle to work scheme (up to £3,000).
• Subsidised eye tests & flu jabs.
• Life assurance.
• EAP Assist & Life.
• Enhanced family and sick pay.
• 2 paid volunteering days.
• Recognition scheme.
• Retail discounts portal.

Flexible Working

This Bedford-based role offers genuine flexibility so you can balance work, family, and personal commitments. We come together for purposeful team collaboration to stay connected and drive great results.

Career Development

We love supporting internal growth and progression, while continuing to follow fair and open Civil Service recruitment practices. We welcome applications from all backgrounds. We do not offer visa sponsorship.