The Role We are seeking an exceptional Forecasting and Planning Manager to join our growing team. This pivotal role will be responsible for leading the strategic forecasting and planning activities for our contact centres, ensuring optimal resource utilisation and the delivery of industry-leading service to our customers. You will play a critical role in developing robust capacity plans, workforce models, and strategic forecasts that drive efficiency and performance across our operations. You will also lead a small team consisting of resource planners and real time analysts. This is an exciting opportunity for a highly analytical and proactive individual to shape the future of our contact centre resource strategy. What you will do Lead Strategic Forecasting: Develop and maintain accurate long-term, mid-term, and short-term forecasts for call volumes, contact types, AHT (Average Handle Time), and other key metrics across all contact centre channels. Capacity Planning & Workforce Modelling: Create and manage comprehensive capacity plans and workforce models to ensure appropriate staffing levels, considering factors such as attrition, recruitment lead times, training, and shrinkage. Performance Analysis & Insight: Conduct in-depth analysis of historical performance data, identify trends, anticipate future challenges, and provide actionable insights to senior management and operational teams. Stakeholder Collaboration: Work closely with Operations, Training, Recruitment, and IT teams to align forecasts and plans with business objectives, new initiatives, and technological advancements. System Optimisation: Leverage and optimise WFM (Workforce Management) platforms (e.g., NICE inContact, Calabrio) and other forecasting tools to improve accuracy and efficiency. Budgeting Support: Provide forecasting data and analysis to support the budgeting process for contact centre resourcing. Process Improvement: Identify opportunities for continuous improvement in forecasting methodologies, planning processes, and data collection, and drive their implementation. Reporting: Develop and present clear, concise reports and dashboards on forecast accuracy, planning effectiveness, and key performance indicators to various stakeholders. Scenario Planning: Conduct 'what-if' scenario planning to assess the impact of different business decisions or external factors on contact centre performance and resource requirements. What you will bring Proven Experience: Demonstrated experience in a forecasting, planning, or WFM role within a fast-paced contact centre environment. Analytical Acumen: Strong analytical and quantitative skills with the ability to work with large, complex datasets, identify patterns, and draw insightful conclusions. Technical Proficiency: Advanced proficiency in Excel (or Google Sheets) for data manipulation, modelling, and analysis. Experience with BI dashboarding and self-service tools (e.g., Looker) is highly desirable. WFM Platform Expertise: Experience with WFM platforms, particularly NICE inContact, Salesforce & Calabrio, is a significant advantage. Strategic Thinker: Ability to think strategically and translate business objectives into effective forecasting and planning strategies. Communication Skills: Excellent written and oral communication and presentation skills, with the ability to articulate complex data and insights clearly to all levels of the organisation. Proactive & Self-Motivated: A self-starter who is comfortable managing their own workload, prioritising tasks, and proactively identifying and resolving potential issues. Problem Solver: Inquisitive nature with a strong desire to challenge the status quo and continually seek ways to improve performance and processes. Relationship Builder: Proven ability to build effective working relationships and influence stakeholders across various departments. Leadership & Mentorship: Demonstrated ability to lead initiatives, mentor junior analysts, and foster a culture of continuous learning and improvement within the team. Adaptability & Resilience: Capable of thriving in a dynamic, fast-paced environment, adapting to changing priorities, and maintaining composure under pressure. Ideally you will also have experience with Managing small to medium-sized teams Experience in Calabrio, Salesforce and Amazon Connect Project management experience related to WFM or contact centre operations.