Forecasting and Planning 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: Pension plan (up to 7% employer match) Life assurance Employee assistance program 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 What we look for Required • 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 LI-MS2 LI-Onsite