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- Tasks: Develop forecasts and optimise schedules for a dynamic contact centre environment.
- Company: Join a well-established team in a growing operation delivering exceptional service.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Initial 12-month contract with potential for career advancement.
- Why this job: Make a real impact by shaping resource strategies and enhancing customer experience.
- Qualifications: Experience in contact centre planning, strong Excel skills, and stakeholder management.
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.
Contact Centre Resource Planning & Forecasting Analyst in London 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 in London
✨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 interviews by practising common questions related to resource planning and forecasting. We recommend role-playing with a friend to boost your confidence!
✨Tip Number 3
Show off your Excel skills! Bring examples of your work or even create a mini-project to demonstrate your forecasting abilities during interviews.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative!
We think you need these skills to ace Contact Centre Resource Planning & Forecasting Analyst in London
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 looking for someone who knows their stuff!
Show Off Your Excel Skills: Since strong Excel proficiency is a must, don’t shy away from showcasing your skills. Mention specific projects where you’ve used Excel for forecasting or scheduling – we love seeing that!
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate straightforward communication, so make sure your experience and skills shine through without any fluff.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at The Forum
✨Know Your Numbers
Brush up on your Excel skills and be ready to discuss how you've used it in past roles. Be prepared to explain your experience with demand forecasts and capacity plans, as well as any specific metrics you’ve worked with in the contact centre environment.
✨Understand Erlang Methodologies
Make sure you have a solid grasp of Erlang calculations and how they apply to resource planning. You might be asked to demonstrate your understanding during the interview, so consider preparing a few examples of how you've applied these methodologies in your previous roles.
✨Showcase Your Collaboration Skills
Since this role involves working with cross-functional teams, think of examples where you've successfully collaborated with others. Highlight your stakeholder management skills and how you've influenced decisions in the past to align resource strategies with business goals.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that test your problem-solving abilities. Think about potential challenges in resource planning and forecasting, and prepare to discuss how you would approach them. This will show your analytical thinking and adaptability.