Workforce Planning & Forecasting Analyst (Contact Centre)
At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range.
The teams at our Redditch Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth.
As a Workforce Planning & Forecasting Analyst at Halfords, you’ll play a central role in making sure our contact centre operations both in-house and with our outsource partner, run at their best. Supporting over 400 people across multiple channels and services, you’ll take ownership of the data, analysis and forecasting that ensures we have the right people, in the right place, at the right time.
You’ll thrive if you enjoy turning complex datasets into meaningful insight, building and maintaining forecasting models, and spotting trends that others miss. With advanced Excel skills and a solid grounding in contact centre or workforce planning environments, you’ll be confident manipulating large data sets and providing clear, actionable analysis to stakeholders.
Key Responsibilities
* Build, maintain and improve forecasting models for our in-house and outsourced contact centre teams, covering multiple channels including retail, garages, membership and customer retention.
* Analyse historical and real-time data to spot trends, understand drivers and provide clear insight into workload, staffing and performance.
* Partner closely with the Forecast & Capacity Manager, providing the data and analysis that supports strategic decisions around recruitment, budgets and capacity planning.
* Prepare clear reports and dashboards to communicate performance, forecast accuracy and operational insights to stakeholders at all levels.
* Collaborate with outsourcing partners to ensure forecasts align with contractual requirements and operational capabilities.
* Use advanced Excel skills (and ideally Power BI) to manipulate large datasets and create models that improve forecasting accuracy and efficiency.
* Support continuous improvement by reviewing existing processes, identifying opportunities to refine models and introducing better ways of working.
About You
* Strong experience in forecasting or workforce planning within a contact centre or similarly complex environment.
* Highly proficient in Excel with proven ability to build and maintain forecasting and planning models; knowledge of Power BI or other visualisation tools is an advantage.
* Comfortable working with large datasets and using data to explain trends, tell a story and influence decisions.
* Strong analytical and problem-solving skills, with great attention to detail and the ability to work at pace.
* Confident communicator who can explain complex data in simple terms, collaborate effectively and build trust with colleagues and partners.
* Curious, proactive and organised, with experience working in a fast-moving environment and enjoys shaping processes as much as maintaining them.
We offer a fair and competitive salary, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays and enhanced family leave. Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
At Halfords, we operate a 2 days per week on-site hybrid working policy at our Support Centre in Redditch Worcestershire. We are an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.
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