Lead Forecasting & Workforce Planning Analyst

Longreach Recruitment; Greater London; Hybrid; GBP 50,000 - 60,000; Full time

Job summary

Longreach Recruitment is seeking an experienced resource planner in London. The role requires demonstrable experience in contact centre and back-office resource planning, along with advanced Excel proficiency and strong analytical skills.

Offered compensation ranges from £50,000 to £60,000, depending on experience, with a bonus and broad flexible benefits. This position offers a hybrid work model, requiring two days in the office each week.

Qualifications

• Demonstrable experience in contact centre and back-office resource planning.
• Experience with scenario and 'what-if' analysis.
• Comprehensive understanding of the end-to-end resource planning cycle.

Responsibilities

• Develop accurate demand forecasts and capacity plans.
• Implement forecasting processes for back-office functions.
• Refine the contact centre planning and forecasting process.

Skills

Forecasting and modelling skills

Excel proficiency

Analytical skills

Communication skills

Stakeholder management

Job description

Compensation & Benefits

£50,000 – £60,000 (depending on experience) + Bonus + Broad Flexible Benefits. Hybrid: 2 days per week onsite.

Location

London.

Key Role Purpose & Responsibilities

• Develop accurate demand forecasts and capacity plans using advanced Excel models.
• Implement forecasting processes for back‑office functions, including a detailed playbook.
• Refine and proactively manage the contact centre planning and forecasting process – adjusting for changes in shrinkage, demand, seasonality or regulatory changes.
• Collaborate with cross‑functional teams to align resource strategies with business goals.
• Provide broader resource planning advice and recommendations to the business, including schedule optimisation and real‑time performance management.

What We’re Looking For

• Demonstrable experience in both contact centre and back‑office resource planning.
• 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.
• Excellent analytical, communication, and presentation skills.
• Exceptional stakeholder management and influencing capabilities.