Planning Specialist – Customer Experience

Yolk Recruitment Ltd; Cardiff; On-site; GBP 35,000 - 52,000; Full time

Job summary

Yolk Recruitment Ltd in Cardiff is seeking a Planning Specialist to join a busy Customer Experience/Contact Centre. The role focuses on workforce planning, demand forecasting, and resource optimisation to ensure optimal staffing for excellent customer service and efficiency.

You will develop short-, medium-, and long-term forecasts, build planning models, and manage WFM/WFO systems while working with Real-Time teams to deliver effective multi-channel workforce plans.

Qualifications

• Proven 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.
• Excellent analytical, communication and stakeholder-management skills.
• Ability to translate complex data into clear, actionable insights.
• Proactive approach to identifying issues and improving processes.
• Experience with CACI Forecaster/IBM Modeller or similar advanced modelling tools is advantageous.

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 and offline activity.
• Identify future resource and operational challenges and recommend solutions.
• Continuously review and improve planning processes and best practice.

Skills

Workforce planning

Demand forecasting

Resource planning

WFM/WFO systems

Forecasting models

Stakeholder management

Tools

CACI Forecaster

IBM Modeller

Job description

Planning Specialist – Customer Experience

Location: Cardiff

Job Type: Permanent

About the Role

We are looking for an experienced Planning Specialist to join a busy Customer Experience/Contact Centre environment.

The role will focus on workforce planning, demand forecasting and resource optimisation, ensuring the right level of resource is available to deliver excellent customer service while operating efficiently.

Key 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 closely with stakeholders and Real-Time teams to deliver effective multi-channel workforce plans.
• Support real-time service-level management, including schedule adherence and offline activity.
• Identify future resource and operational challenges and recommend appropriate solutions.
• Continuously review and improve planning processes and best practice.

About You

• Proven experience in workforce/resource planning and demand forecasting.
• Experience working within a contact centre/customer operations environment.
• Strong knowledge of WFM/WFO systems, forecasting and scheduling.
• Experience developing forecasting models for a multi-channel environment.
• Excellent analytical, communication and stakeholder-management skills.
• The ability to translate complex data into clear, actionable insights.
• A proactive approach to identifying issues and improving processes.

Experience with CACI Forecaster, IBM Modeller or similar advanced modelling tools would be advantageous but is not essential.