Forecasting & Planning Analyst

Forecasting & Planning Analyst

The Forecasting & Planning Analyst will deliver analytics driven demand forecasts to our Contact Centres Partners whilst ensuring the Contact Centres are staffed in an effective, efficient way.

Understanding how, when and why the Customer contacts us, and using this data to inform future forecasts, is key. Bringing industry expertise, exceptional data analysis & continuous assessment of existing performance, the Forecasting & Planning Analyst will manage Business Planning relationships with our Contact Centre Partners, whilst fully understanding and forecasting the implications of their decisions.

The Commercial impacts of the locked forecasts is critical in ensuring we deliver within our expected budget spend to the Business whilst always exploring opportunities to increase efficiencies and reduce cost.

Key Responsibilities

• Develop and maintain forecasting models using statistical tools and techniques.

• Analyse historical data and trends to inform future forecasts.

• Collaborate with cross-functional teams to understand key business drivers and incorporate them into forecasting models.

• Create reports and presentations to communicate forecasts and recommendations to stakeholders.

• Monitor and evaluate forecast performance and make adjustments as needed.

• Identify opportunities to improve forecasting accuracy and develop new forecasting methods.

• Participate in planning and budgeting processes and provide guidance on resource allocation.

Additional Details

• The key output of the Forecasting & Planning Analyst is the weekly demand forecast that we delivery to our Partners; this comprises of call forecasts, digital contact forecasts as well as Back Office requirement forecasts

• Develop & communicate Call Centre demand forecasts utilising industry knowledge, commercial & operational, enabling key stakeholders to plan for expected performance and potential impacts to Service Levels and OSP spend

• Use all available customer & contact data to understand our contact trends; use this data to build & maintain forecasting models focussing on propensity-to-call/contact

• Lead weekly capacity calls with our Partners discussing all aspects of Resource Planning; upcoming forecasts, recent delivery, recruitment, the change agenda, etc.

• Create excellent relationships with the relevant Operational Account Managers within TalkTalk to ensure our operational journey strategies are considered and accommodated for in our contact strategy

• Monitor the TalkTalk trading and base position and reflect under/over performance in respective contact forecasts

• Responsible for the creation & management of contact centre forecasting reporting demonstrating the effectiveness of processes, investigating trend analysis & developing change to mitigate Contact Centre over spend

• Demonstrates exceptional stakeholder management by creating relationships & communicating impacts of Contact Centre strategies to demand forecasts, and the cost implications, ultimately influencing overall direction

• Support strategic business change through impact assessing how change may impact how our customers contact us and, hence, the contact centre impact

• Regularly provide analysis on the operational performance to key business stakeholders ensuring accountability is acknowledged and mitigation plans are created & delivered

• Deliver a handover pack to the Service Delivery Team to enable them to manage the Contact Centre performance on-the-day. This pack will also be shared to the wider Business to keep the Operational Team aware of ongoing activities across the Consumer Business

Skills

• Strong analytical and problem-solving skills.

• Strong Excel skills are essential.

• SQL knowledge desirable.

• Proficiency in statistical analysis and forecasting models are desirable.

• Excellent communication and presentation skills.

• Ability to work independently and collaboratively in a fast-paced environment.

Be Yourself. Make an Impact. Join Us.

As a recognised Top 50 Inclusive Employer in the UK, we believe that diversity fuels innovation and success. We’re committed to building a workplace that reflects the communities and customers we serve. At TalkTalk, inclusion is part of our DNA – we’re all 100% human, and we’ve created a culture where you can truly be yourself.

We’re not your traditional 9-5. We’re a dynamic, flexible workplace, and we’re excited to hear how you like to work. Whether you thrive in collaboration, focus better at home, or prefer a bit of both – let’s make it work.

What We Offer

• Flexible hybrid working – with a minimum of 50% office presence to support teamwork and connection

• Collaborative office spaces designed for creative thinking and innovation

• Free on-site parking at our offices

• Generous holiday package – 25 days annual leave, 3 wellbeing days, and your birthday off (plus the option to buy up to 10 more days!)

• Private healthcare for all employees

• Competitive pension scheme and performance-related bonus opportunities

• Free broadband for all employees

• Life event gifts – celebrating milestones like marriages and births

• Inclusive employee networks – open to all, supporting peer connection and thought-provoking conversations

• Salary sacrifice scheme – save on dental, gym, and more

• Big retail and leisure discounts

• 3 paid volunteering days a year – because making a difference matters to us too

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