Contact Centre Forecasting & Demand Planning Specialist

Longreach Recruitment; West Midlands; Hybrid; GBP 38,000 - 45,000; Full time

Job summary

A recruitment agency is seeking a Contact Centre Forecasting & Demand Planning Specialist in the West Midlands, UK. This hybrid role requires expertise in forecasting, demand planning, and capacity models within a contact centre environment. Candidates should have advanced Excel skills and experience with SQL or Power BI. Responsibilities include building accurate forecasts, analyzing data, and collaborating with operational teams to meet fluctuating demand. A competitive salary of £38,000 - £45,000 plus bonus and benefits is offered.

Qualifications

• Demonstrable experience in a contact centre operational environment.
• Advanced modelling experience in forecasting and demand planning.
• Background in operational analytics is desirable.

Responsibilities

• Build accurate short- and mid-term demand forecasts.
• Analyse large datasets and identify key drivers.
• Use SQL, Excel, and Power BI for modelling and reporting.
• Collaborate with Resource Planning and Operational teams.
• Monitor forecast performance and improve accuracy.

Skills

Forecasting outputs and models experience

Advanced Excel

SQL skills

Power BI or similar tool experience

Operational analytics background

Clear communication skills

Organizational skills

Tools

SQL

Excel

Power BI

Job description

Contact Centre Forecasting & Demand Planning Specialist

Overview

Job Description

£38,000 ~ £45,000 + Bonus + Broad Flexible Benefits

Location: West Midlands | Hybrid: 2 Days onsite per week

We’re recruiting a “Contact Centre or Field Based Resource” experienced Forecasting & Demand Planning Insights Analyst to join an established and progressive Operations Forecasting & Planning team who provide analytical, forecasting and demand modelling expertise for both a complex and change orientated Contact Centre and a large-scale national Field Resource function.

If you’re a technically talented Forecasting Analyst with demonstrable experience creating mid to long range Demand Planning and Forecast models, Capacity Plans and Scenario Models utilising advanced Excel techniques within a contact centre setting we’d love to hear from you.

Key Responsibilities

• Build accurate short- and mid-term demand forecasts for National Field Resource and Contact Centre operations.
• Analyse large datasets, identify key drivers, and translate insights into clear planning recommendations.
• Use SQL, Excel, and Power BI to create models, reports, and daily/weekly forecasting outputs.
• Work closely with Resource Planning and Operational teams to ensure we have the right people in the right place at the right time to meet frequently fluctuating demand.
• Monitor forecast performance and continuously improve accuracy.

Your Experience & Skills

• Demonstrable experience fulfilling forecasting outputs and models within a contact centre operational environment (essential).
• Advanced modelling experience (forecasting, demand planning and capacity planning).
• Advanced Excel with (ideally) some SQL skills; Power BI or similar BI tool experience.
• Background in forecasting, planning, or operational analytics (field or contact centre desirable).
• A clear communicator who can explain insights in a simple, meaningful way.
• Well organised, curious, and comfortable managing multiple priorities.

Keen to apply and learn more? Register your interest in the Contact Centre Forecasting & Demand Planning Specialist by applying as directed.

Longreach Recruitment are trusted UK & EMEA recruitment experts within Resource Planning & Workforce Management, Analytics, and Customer Contact Technologies.