Contact Centre Planning & Forecasting Analyst

Longreach Recruitment are hiring a Contact Centre Resource Planning & Forecasting Analyst This is an initial 12 Month Fixed Term Contract position where you’ll be joining a well-established and high performing Contact Centre Resource Planning team that supports a growing operation delivering exceptional service to a fast-growing customer base across voice / email /web /chat channels. We’re seeking interest from contact centre experienced Resource Planners and Forecasters with a demonstrable skillset within Forecasting and Capacity Planning (excel based for creation and ongoing refinement), solid WFM experience (Nice / Verint / Genesys / Calabrio etc) and the ability to create, release and optimise Schedules to meet your predicted demand profile. Location: London Work Type: Hybrid – 1 day per week onsite rest from home. £38’000 - £42’000 (depending on experience) +Broad Benefits Key Role Purpose & Responsibilities * Develop accurate demand forecasts and capacity plans via Excel modelling skills / abilities. * Refine and proactively manage the contact centre Planning and Forecasting process – amending to cater 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 to the business in a support and advisory capacity ( Schedule optimisation / Forecast v Actual metrics / ongoing refinement and remodelling of the Forecast to ensure all impacts are measured and accounted for) What Experience You'll Bring * Demonstrable experience as a contact centre Resource Planner / Forecaster * Detailed understanding of the core metrics and inputs within the contact centre forecasting process * Strong Excel proficiency and familiarity with Erlang methodologies. * Experience creating, releasing and optimisation of 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 & influencing capabilities. Register your interest in the Contact Centre Resource Planning & Forecasting Analyst position by applying as directed. Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Management, Analytics, and Customer Contact Technologies