Longreach Recruitment are hiring a Contact Centre experienced Resource Planning & Forecasting Manager to lead mid-term planning (0-3 months) for a multi-site, multi-channel operation of approximately 2,500 FTE across contact centre and back-office functions. This leadership position requires strong analytical abilities, comprehensive contact centre Planning expertise, and team leadership experience. You will be responsible for creating accurate demand forecasts, capacity plans, and scenario models to support operational and strategic decision-making as well owning both tactical and strategic performance initiatives. This position is based in Cardiff. £60’000 - £70’000 (depending on experience) + Broad Flexible Benefits 50% hybrid working model (approx.’ 10 days per month onsite). Key Role Purpose & Responsibilities * Lead, mentor, and develop a team of Planning & Forecasting Analysts, driving continuous improvement. * Produce precise customer demand forecasts using advanced analytics and modelling techniques. * Build and maintain rolling mid-term resource plans aligned with change programmes and marketing initiatives. * Continuously review and amend the ‘plan’ to assess and flex against seasonality, commercial drivers, and shrinkage patterns -ensuring upto date information and actions are available to ensure relevant and accurate decision making. * Optimise planning processes and enhance...