Forecasting Analyst

Whitbread; Houghton Regis; On-site; GBP 30,000 - 50,000; Full time

Job description

Whitbread Court, Porz Ave, Houghton Regis, Dunstable LU5 5XE, UK Req #12292

09 April 2025

Job Title: Forecasting Analyst

We are currently looking for a Forecasting Analyst who will be accountable for forecasting all customer contact and revenue across the short- and long-term range for the Guest Support function, including analysing the impact on business initiatives and changing environments.

Location: Chiswell Court, Dunstable

Why you’ll love it here

Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brands

Bonus: Up to 10% company performance related bonus

Key Responsibilities

1. Produce long- and short-range forecasts across all Customer Fulfilment journeys (Voice, Chat, Webform, WhatsApp, SMS, social media etc) including outbound contact.
2. Manage the demand propensity models, linked to internal and external data sources, to create all workload demand forecasts.
3. Review the demand implications of proposed business changes/initiatives to support identifying risk/opportunities associated.
4. Work cross functionally to understand trade and change initiatives and their impacts on demand.
5. Work cross functionally to understand trade and change initiatives and their impacts and model how to maximise the revenue opportunity within the Guest Support function.
6. Produce short- and long-range staffing forecasts and to deliver service levels and manage to the payroll budget.
7. Support the operation of modelling against demand planning scenarios to support risk assessments and mitigation planning.
8. Identify, analyse, and interpret trends or patterns to prepare ongoing reports and data visualizations (e.g. charts, dashboards, heat maps) to support business decisions.

What we need

1. Experience in developing, managing and continually improving forecasting models for guest contact demand.
2. Knowledge and experience of data management and analytics.
3. Demand management/forecasting skills.
4. Prior experience of using forecasting tools and software for a large-scale operating model.
5. Experience within a data modelling, design, and visualisation.
6. Experience of forecasting roles within a contact centre environment desirable.

Be part of our Contact Centre team at Whitbread

From the moment you enter you feel the energy, pace and excitement. These are the people finding the right solutions and delivering the smiles far and wide, from our loyal brand supporters right through to Whitbread newbies. Giving our Premier Inn guests the experience they deserve is what we stand for here. Join an environment that just keeps on giving, with opportunities to take your career in new directions with our backing. Influence the future of our customer service operation as we enter new areas and locations across the globe.