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- Tasks: Lead forecasting for our Sales & Service Contact Centre and analyse customer contact trends.
- Company: Join RAC, a trusted name with over 128 years of experience in keeping drivers moving.
- Benefits: Enjoy a supportive culture, competitive salary, and opportunities for career growth.
- Why this job: Make a real impact by using your analytical skills to drive operational performance.
- Qualifications: 2+ years in contact centre planning, strong Excel and analytical skills required.
- Other info: Be part of a dynamic team with a 4.5-star Glassdoor rating.
The predicted salary is between 36000 - 60000 £ per year.
RAC are on the lookout for an experienced Contact Centre Forecasting Analyst to join our Resource Planning function on a permanent basis. In this role, you will own and manage forecasting activity for our Sales & Service Contact Centre. You’ll develop and maintain complex demand and propensity-to-call models that accurately predict customer contact across inbound, outbound, digital and back-office channels. Your insight will directly support operational performance, cost management, resourcing decisions and long-term planning.
What you’ll do:
- Lead strategic forecasting across inbound, outbound, digital and back-office contact channels, ensuring accurate demand predictions.
- Use key data sources (marketing activity, customer behaviour, pricing, digital traffic) to deliver accurate long-term forecasts for volume, shrinkage and utilisation.
- Monitor trends and update forecasting models to reflect changes, identifying risks, opportunities and required actions.
- Work closely with scheduling and real-time teams to support operational readiness and mitigate performance risks.
- Provide clear insight, variance analysis and performance commentary to inform operational, resourcing and financial decisions.
What you’ll need:
- Minimum 2 years’ experience in a contact centre planning or WFM environment.
- Strong understanding of contact centre forecasting and resource planning methodologies.
- Advanced modelling capability, particularly in Excel, including linear and regression modelling.
- High numerical capability with strong analytical and problem-solving skills.
- Ability to translate complex data into clear insight for senior stakeholders.
- Experience using SQL, Power Pivot and Power BI.
- Highly motivated, proactive and able to deliver high-quality outputs.
Why RAC?
For more than 128 years, we’ve been keeping drivers moving, and today we’re trusted by over 15 million members. We’re also trusted by our people, with a 4.5-star Glassdoor rating showing that RAC is a place where support, ambition, and opportunity go hand in hand.
Contact Centre Forecasting Analyst in Bristol employer: Rac
Contact Detail:
Rac Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Forecasting Analyst in Bristol
✨Tip Number 1
Network like a pro! Reach out to current or former employees at RAC on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by brushing up on your forecasting skills. Be ready to discuss how you've used data to make decisions in the past. Show us your analytical prowess and how you can translate complex data into actionable insights!
✨Tip Number 3
Don’t just wait for job alerts! Regularly check our website for new openings. Sometimes the best opportunities are posted directly, and being proactive shows your enthusiasm for joining the team.
✨Tip Number 4
Follow up after your interview with a thank-you email. It’s a simple gesture that keeps you fresh in their minds and shows your appreciation for the opportunity. Plus, it’s a great chance to reiterate your interest in the role!
We think you need these skills to ace Contact Centre Forecasting Analyst in Bristol
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Contact Centre Forecasting Analyst role. Highlight your experience in forecasting and resource planning, and don’t forget to mention any specific tools like Excel or SQL that you’ve used.
Showcase Your Skills: In your cover letter, showcase your analytical skills and ability to translate complex data into clear insights. We want to see how you can contribute to our operational performance and decision-making processes.
Be Specific About Your Experience: When detailing your previous roles, be specific about your achievements in contact centre planning. Use numbers and examples to illustrate how your forecasting has positively impacted operations.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining the RAC team!
How to prepare for a job interview at Rac
✨Know Your Numbers
As a Contact Centre Forecasting Analyst, you'll need to demonstrate your numerical prowess. Brush up on your Excel skills, especially linear and regression modelling. Be ready to discuss how you've used these techniques in past roles to create accurate forecasts.
✨Understand the Business
Familiarise yourself with RAC's operations and the specific challenges they face in forecasting. Research their customer behaviour patterns and marketing activities. This will help you tailor your insights during the interview and show that you're genuinely interested in contributing to their success.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities. Prepare examples of how you've identified risks and opportunities in previous forecasting roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
✨Showcase Your Communication Skills
You'll need to translate complex data into clear insights for senior stakeholders. Practice explaining your past forecasting projects in simple terms. Highlight your experience in providing variance analysis and performance commentary, as this will be crucial for the role.
