Contact Centre Resource 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 youll be joining a well-established and high performing Contact Centre Resource Planning team that support a growing operation delivering exceptional service to a fast-growing customer base across voice / email /web /chat channels.

Find out if this opportunity is a good fit by reading all of the information that follows below.

Were 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.

£38000
- £42000 (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 & Abilities You 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. xwzovoh

Please register your interest in the Contact Centre Resource Planning & Forecasting Analyst positionby applying as directed.

Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Management, Analytics, and Customer Contact