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- Tasks: Develop forecasts and capacity plans for a dynamic contact centre environment.
- Company: Join a well-established team in a growing operation based in London.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by optimising resource planning and enhancing customer service.
- Qualifications: Experience in contact centre planning, strong Excel skills, and stakeholder management.
- Other info: Initial 12-month contract with potential for career advancement.
The predicted salary is between 40000 - 46000 £ per year.
Location: London
Work Type: Hybrid – 1 day per week onsite, rest from home
Salary: £40,000 – £46,000 (depending on experience)
Contract: Initial 12‑month Fixed Term Contract
You will join a well‑established Contact Centre Resource Planning team that supports a growing operation delivering exceptional service across voice, email, web, and chat channels.
Key Role Purpose & Responsibilities
- Develop accurate demand forecasts and capacity plans via Excel modelling.
- Refine and proactively manage the contact centre planning and forecasting process, adjusting 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 in an advisory capacity, including schedule optimisation, forecast‑vs‑actual metrics and continual refinement of forecasts.
What We’re Looking For
- Demonstrable experience as a contact centre resource planner / forecaster.
- Detailed understanding of core metrics and inputs within the contact centre forecasting process.
- Strong Excel proficiency and familiarity with Erlang methodologies.
- Experience creating, releasing and optimising 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 contacting Ian Lasplace via ian@longreachrecruitment.co.uk.
Contact Centre Resource Planning & Forecasting Analyst employer: The Forum
Contact Detail:
The Forum Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Resource Planning & Forecasting Analyst
✨Tip Number 1
Network like a pro! Reach out to folks in the industry on LinkedIn or at events. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for those interviews! Research the company and practice common questions. We want you to shine and show them why you're the perfect fit for their team.
✨Tip Number 3
Show off your skills! If you've got experience with Excel modelling or Erlang methodologies, be ready to discuss specific examples. We love seeing how you can apply your knowledge in real-world scenarios.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we’re always looking for passionate individuals who want to make an impact in resource planning.
We think you need these skills to ace Contact Centre Resource Planning & Forecasting Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in contact centre 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 any relevant projects or achievements that demonstrate your skills. We want to see how you can use Excel to develop forecasts and capacity plans!
Be Clear and Concise: When writing your application, keep it straightforward. We appreciate clarity, so make sure your points are easy to understand and directly related to the role. Avoid fluff and get straight to the good stuff!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications better and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at The Forum
✨Master Your Excel Skills
Since the role heavily relies on Excel modelling, make sure you brush up on your skills. Practice creating demand forecasts and capacity plans using Excel, and be ready to discuss specific functions or formulas you've used in past roles.
✨Know Your Metrics
Familiarise yourself with the core metrics and inputs involved in contact centre forecasting. Be prepared to explain how these metrics impact resource planning and how you've applied them in previous positions.
✨Showcase Your Collaboration Skills
This role requires working closely with cross-functional teams. Think of examples where you've successfully collaborated with others to align resource strategies with business goals, and be ready to share these during the interview.
✨Prepare for Scenario Questions
Expect questions about how you would handle changes in demand or shrinkage. Prepare scenarios where you've had to adjust forecasts or schedules, and explain your thought process and the outcomes of your decisions.