Planning Specialist - Customer Experience Location:
Cardiff Salary:
£35,000 Job Type:
Permanent About the Role We are looking for an experienced
Planning Specialist
to join a busy Customer Experience/Contact Centre environment. The role will focus on
workforce planning, demand forecasting and resource optimisation , ensuring the right level of resource is available to deliver excellent customer service while operating efficiently. Key Responsibilities Develop short, medium and long-term
demand forecasts and resource plans . Build and maintain forecasting and planning models to support operational KPIs. Manage and utilise
WFM/WFO systems
for forecasting and scheduling. Analyse contact centre performance, trends and operational data to improve forecasts and plans. Work closely with stakeholders and Real-Time teams to deliver effective multi-channel workforce plans. Support real-time service-level management, including schedule adherence and offline activity. Identify future resource and operational challenges and recommend appropriate solutions. Continuously review and improve planning processes and best practice. About You Proven experience in
workforce/resource planning and demand forecasting . Experience working within a
contact centre/customer operations
environment. Strong knowledge of
WFM/WFO systems , forecasting and scheduling. Experience developing forecasting models for a
multi-channel environment . Strong
Excel
skills. Excellent analytical, communication and stakeholder-management skills. The ability to translate complex data into clear, actionable insights. A proactive approach to identifying issues and improving processes. Experience with
CACI Forecaster, IBM Modeller or similar advanced modelling tools
would be advantageous but is not essential.
TPBN1_UKTJ
Planning Specialist in London employer: Yolk Recruitment Limited
As a leading manufacturing business based in Swansea, we pride ourselves on fostering a dynamic work culture that encourages innovation and collaboration. Our commitment to employee growth is evident through our comprehensive training programmes and opportunities for career advancement, making us an excellent employer for those seeking meaningful and rewarding roles in the engineering sector.
