Contact Centre Resource Planning & Forecasting Manager

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

Job summary

A recruitment firm in the UK is looking for a Contact Centre Resource Planning & Forecasting Manager to lead mid-term planning for a multi-channel operation. The ideal candidate will possess strong analytical skills, expertise in contact centre planning, and team leadership experience. Responsibilities include producing accurate demand forecasts and optimizing planning processes. This position offers a salary of £60,000 - £70,000 with a hybrid working model based in Cardiff.

Qualifications

• 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.

Responsibilities

• Lead, mentor, and develop a team of Planning & Forecasting Analysts.
• Produce precise customer demand forecasts using advanced analytics.
• Build and maintain rolling mid-term resource plans.

Skills

Contact centre resource planning

Team leadership

Advanced forecasting skills

Excel proficiency

Analytical skills

Stakeholder management

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 up to 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