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Forecasting & Capacity Planning Analyst

40000 - 45000

Job Description

Forecasting & Capacity Planning Analyst  

Are you an experienced contact centre Resource Planning professional with comprehensive experience of creating mid to long-term Forecast models and Capacity Plans to ensure accurate future demand profiling that optimises staff utilisation? If so, and you have broad experience of the end-to-end planning cycle this could be your ideal new career opportunity.

My client offers a hybrid model of working located in their Essex based operation, the opening couple of months will be 3-4 days onsite to cater for induction, training and gaining business insights, then will revert to 3 onsite and 2 from home. 

The commencing salary available is £40’000 - £45’000 (DOE) + Bonus + Broad Corporate Benefits

Required: Advanced Excel, Comprehensive Forecast modelling skills, WFM knowledge, strong contact centre resource planning experience

Key Role Purpose & Responsibilities
  • Develop and maintain medium to long-term (3-18 month) forecasts for all areas and channels.
  • Creation, development, and refinement of the Capacity Planning models with close liaison with recruitment to ensure sufficient staffing levels are available whilst minimising over / under staffing.
  • Proactively engage with operations, marketing, and HR function to capture data required for application to the forecast, ensuring accurate resourcing levels to meet demand.
  • Effective review of forecast accuracy again the actual performance; communicating results & offering effective recommendations for improvement
  • Ensure core KPI’s are met via effective resource planning (ASA / abandon rates / FCR / AHT)
  • Creation and delivery of key KPI / Performance MI reporting (Excel and PowerBI / Tableau)

What Have You Done Before? What Do You Need to Demonstrate?

You’ll be an experienced contact centre Resource Planning professional with a demonstrable track record of owning the forecasting and capacity planning process.  Technically you’ll possess advanced excel skills for modelling and will have prior experience of using a WFM tool.
You’ll like to work autonomously and enjoy having the responsibility to articulate your tactical and strategic recommendations regarding future staffing levels and predicted demand volumes to a broad senior stakeholder audience.

Key Skills & Experience Will Include
  • Comprehensive call forecasting experience within a contact centre setting
  • Ability to create accurate and detailed Capacity Plans and Models
  • Results focussed with the ability to prioritise and meet deadlines.
  • Experience of utilising a WFM tool and broad appreciation of the end-to-end resource planning processes.
  • Concise, professional, and effective interpersonal and communication abilities
  • Effective Reporting / MI production skills  - experience with either Tableau or PowerBI is desirable.
  • Compelling communication and presentation skills to senior audiences & stakeholders

Please register your interest in the Forecasting & Capacity Planning Analyst position by applying as directed.

Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & WFM, Analytics, and Customer Communication Technologies.

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