Lead Forecasting & Workforce Planning Analyst

Compensation & Benefits

£50,000 – £60,000 (depending on experience) + Bonus + Broad Flexible Benefits. Hybrid: 2 days per week onsite.

Location

London.

Key Role Purpose & Responsibilities

• Develop accurate demand forecasts and capacity plans using advanced Excel models.
• Implement forecasting processes for back‑office functions, including a detailed playbook.
• Refine and proactively manage the contact centre planning and forecasting process – adjusting for changes in shrinkage, demand, seasonality or regulatory changes.
• Collaborate with cross‑functional teams to align resource strategies with business goals.
• Provide broader resource planning advice and recommendations to the business, including schedule optimisation and real‑time performance management.

What We’re Looking For

• Demonstrable experience in both contact centre and back‑office resource planning.
• Advanced forecasting and modelling skills, including scenario and “what‑if” analysis.
• Strong Excel proficiency and familiarity with Erlang methodologies.
• Comprehensive understanding of the end‑to‑end resource planning cycle.
• Excellent analytical, communication, and presentation skills.
• Exceptional stakeholder management and influencing capabilities.

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