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For Companies At a Glance
- Tasks: Lead strategic forecasting for our Sales & Service Contact Centre using data-driven insights.
- Company: Join RAC, a trusted name in the industry for over 128 years.
- Benefits: Enjoy competitive salary, share scheme, flexible schedules, and 25 days annual leave.
- Why this job: Make a real impact with your analytical skills in a supportive environment.
- Qualifications: 2+ years in contact centre planning, strong Excel and analytical skills required.
- Other info: Be part of a company with a 4.5-star Glassdoor rating and excellent career growth.
The predicted salary is between 36000 - 60000 £ per year.
About The Role
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.
We offer more than a job. We offer a career with purpose. As a Forecasting Analyst at RAC, you’ll get benefits that go the extra mile:
- Earnings That Motivate – enjoy a competitive salary plus automatic enrolment in our ‘Owning It Together’ Colleague Share Scheme - a unique opportunity to share in RAC’s future success and be rewarded for the exceptional work you deliver.
- Tools to Drive Your Future – get started with a free RAC Ultimate Complete Breakdown Service from day one, plus access to a car salary sacrifice scheme (including electric vehicle options) after 12 months, delivering serious tax savings.
- Time Off That Matters – enjoy 25 days annual leave, plus bank holidays. We also support work-life balance with paid family leave, flexible schedules, and practical resources to help navigate personal commitments.
- Financial Security & Perks – pension scheme with up to 6.5% matched contributions alongside life assurance cover up to 4x salary (10x optional with flex benefits), designed to support you long-term.
- Wellbeing That Works for You – our 24/7 confidential support service is available to you and household members aged 16+, offering reassurance whenever you need it.
- Extras That Make a Difference – access Orange Savings, our exclusive discount portal with deals across top retailers, holidays, tools, tech and more. After passing probation, you’ll automatically join our Colleague Share Scheme, giving you a stake in our collective success.
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 Manchester employer: Rac
Contact Detail:
Rac Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Forecasting Analyst in Manchester
✨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 practising common questions related to forecasting and resource planning. We recommend using the STAR method to structure your answers – it helps you showcase your experience effectively!
✨Tip Number 3
Show off your analytical skills during the interview! Bring examples of how you've used data to make decisions in past roles. This will demonstrate your capability and fit for the Contact Centre Forecasting Analyst position.
✨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, we love seeing candidates who are genuinely interested in joining us at RAC.
We think you need these skills to ace Contact Centre Forecasting Analyst in Manchester
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 SQL or Power BI that you’ve used.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about the role and how your skills align with RAC’s needs. Be sure to mention your analytical skills and experience in contact centre environments.
Showcase Your Analytical Skills: In your application, emphasise your strong numerical capability and problem-solving skills. Give examples of how you've used data to drive decisions in previous roles, especially in forecasting and demand modelling.
Apply Through Our Website: We encourage you to apply through our website for the best chance of success. It’s the easiest way for us to see your application and get you on the path to joining our team at RAC!
How to prepare for a job interview at Rac
✨Know Your Numbers
As a Contact Centre Forecasting Analyst, you'll be dealing with complex data. Brush up on your numerical skills and be ready to discuss how you've used data to drive decisions in the past. Prepare examples of forecasting models you've developed or worked with, especially in Excel.
✨Understand the Business
Familiarise yourself with RAC's operations and the specific challenges they face in contact centre management. Research their customer base and think about how your insights can directly impact their performance. This will show that you're not just interested in the role, but also in the company's success.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you had to adjust forecasts based on changing data or unexpected trends. Be ready to explain your thought process and the outcomes of your decisions.
✨Showcase Your Tools Knowledge
Since the role requires experience with SQL, Power Pivot, and Power BI, be prepared to discuss your proficiency with these tools. If possible, bring examples of reports or dashboards you've created. This will demonstrate your technical skills and how you can add value to the team.
