Forecasting & WFM Specialist – Customer Experience

Yolk Recruitment Ltd; Cardiff; On-site; GBP 32,000 - 38,000; Full time

Job summary

Yolk Recruitment Ltd is seeking a Planning Specialist - Customer Experience in Cardiff. The role focuses on workforce planning, demand forecasting and resource optimisation to ensure the right level of resource for excellent customer service while operating efficiently.

You will develop short to long-term forecasts, build planning models and manage WFM/WFO systems. Strong Excel, stakeholder management and analytical skills are essential for success.

Qualifications

• Experience in workforce/resource planning and demand forecasting.
• Experience in a contact centre/customer operations environment.
• Strong knowledge of WFM/WFO systems, forecasting and scheduling.
• Experience developing forecasting models for a multi-channel environment.

Responsibilities

• Develop short, medium and long-term demand forecasts and resource plans.
• Build and maintain forecasting and planning models to support operational KPIs.
• Manage and utilise WFM/WFO systems for forecasting and scheduling.
• Analyse contact centre performance, trends and operational data to improve forecasts and plans.
• Work with stakeholders and Real-Time teams to deliver multi-channel workforce plans.
• Support real-time service-level management, including schedule adherence.
• Identify future resource and operational challenges and recommend solutions.
• Continuously review and improve planning processes and best practice.

Skills

Workforce planning

Demand forecasting

Forecasting models

Analytical thinking

Stakeholder management

Tools

WFM/WFO systems

CACI Forecaster

IBM Modeller

Job description

Yolk Recruitment Ltd is seeking a Planning Specialist - Customer Experience in Cardiff. The role focuses on workforce planning, demand forecasting and resource optimisation to ensure the right level of resource for excellent customer service while operating efficiently.

You will develop short to long-term forecasts, build planning models and manage WFM/WFO systems. Strong Excel, stakeholder management and analytical skills are essential for success.