Contact Centre Resource Planning & Forecasting Manager in City

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

Job summary

A recruitment agency in the UK is seeking a Resource Planning & Forecasting Manager to lead mid-term planning for a multi-site operation. This Cardiff-based position requires strong analytical and leadership skills in contact centre planning. Responsibilities include creating demand forecasts and capacity plans. The role offers a hybrid working model, with competitive compensation ranging from £60,000 to £70,000, depending on experience, along with flexible benefits.

Benefits

Broad Flexible Benefits

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 aligned with change programmes.

Skills

Analytical skills

Team leadership

Advanced forecasting

Excel proficiency

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 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.