Job Description
Forecasting and Planning Analyst (Subscriber)
What we offer
* Competitive Salary: Reflecting your skills and experience
* Generous Leave: 25 days annual leave + Bank Holidays
* Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave
* Comprehensive Benefits:
o Pension plan (up to 7% employer match)
o Life assurance
o Employee assistance program
o Referral scheme
* Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
* Career Development: Extensive growth and advancement opportunities
* Free Onsite Parking: Hassle-free commuting
* Dress Down Fridays: Casual attire to wrap up the week
What You Will Do
Drive operational excellence by designing and managing staff schedules that maximise efficiency and align with forecasted demand. You'll play a key role in ensuring service delivery across front office, back office, and field operations through proactive planning and real-time performance monitoring.
How You Will Do It
* Conduct ongoing short-, mid-, and long-term forecasting reviews to ensure accuracy and responsiveness
* Optimise offline activities and manage daily/weekly resource plans with insightful analysis
* Monitor staff adherence and escalate shortfalls with data-driven solutions
* Manage agent skill profiles to meet SLA requirements
* Lead governance meetings and collaborate with stakeholders to align planning with business needs
* Own schedule management, including shift releases, holiday allocation, and scenario modelling
* Maintain and update WFM tools, ensuring data quality and agent setup integrity
* Share responsibility for capacity planning and supply-demand modelling
* Provide commentary and version control on all planning inputs and variances
Required
What we look for
* 2+ years’ experience in operations (contact centre, back office, or field) or 12+ months in external resource planning
* Strong analytical skills with experience in regression/propensity modelling across multichannel environments
* Excellent problem-solving and decision-making abilities
* Effective team collaboration and communication skills
Preferred
* Proficiency in WFM tools (NICE, Verint, Alvaria, EG Solutions)
* Familiarity with telephony systems (NICE, AWS, Avaya)
* Advanced Excel capabilities