Contact Centre Resource Planning & Forecasting Manager

Longreach Recruitment; Cardiff; Hybrid; GBP 60,000 - 70,000; Full time

Job summary

A recruitment agency is seeking a Resource Planning & Forecasting Manager in Cardiff. The role involves leading a team to produce demand forecasts and resource plans for a multi-site contact centre. Candidates should have strong analytical skills, experience in resource planning, and proficiency in Excel. Offering a salary of £60,000-£70,000 with a 50% hybrid model, this position is ideal for those seeking to drive continuous improvement in a dynamic environment.

Benefits

Broad Flexible Benefits

Qualifications

• Demonstrable experience in contact centre resource planning.
• Advanced forecasting and modelling skills.
• Strong Excel proficiency and familiarity with Erlang methodologies.

Responsibilities

• Lead and develop a team of Planning & Forecasting Analysts.
• Produce customer demand forecasts using analytics.
• Build and maintain mid-term resource plans aligned with initiatives.

Skills

Resource planning

Forecasting

Analytical skills

Team leadership

Stakeholder management

Excel proficiency

Tools

WFM tools

Job description

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 Workforce Management (WFM) tools.
• Collaborate with long-term planning and scheduling teams to ensure seamless operational alignment.

What We’re Looking For

• Demonstrable experience in contact centre resource planning and team leadership.
• Advanced forecasting and modelling skills, including scenario and “what-if” analysis.
• Strong Excel proficiency and familiarity with Erlang methodologies.
• Comprehensive understanding of the end-to-end resource planning cycle.
• Hands‑on capabilities with WFM tools
• Excellent analytical, communication, and presentation skills.
• Exceptional stakeholder management & influencing capabilities.

Please register your interest in the Resource Planning & Forecasting Manager position by applying as directed.

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