Resource Planning & Forecasting Manager

theforum.social - jobboard; Cardiff; Hybrid; GBP 60,000 - 70,000; Full time

Job summary

A respected recruitment agency is seeking a Resource Planning & Forecasting Manager in Cardiff for a hybrid role. This position involves leading a team, producing demand forecasts, and optimizing planning processes. Candidates should possess strong analytical and Excel skills, along with experience in contact centre resource planning and team leadership. A competitive salary of £60,000 to £70,000 is offered, along with extensive flexible benefits.

Benefits

Expansive Flexible Benefits

Qualifications

• Experience in contact centre resource planning and team leadership is essential.
• Advanced forecasting and modelling skills required.
• Strong Excel skills and familiarity with Erlang methodologies are a must.

Responsibilities

• Lead and develop a team of Planning & Forecasting Analysts.
• Produce customer demand forecasts using advanced analytics.
• Build and maintain resource plans aligned with business needs.

Skills

Contact centre resource planning experience

Analytical skills

Team leadership

Excel proficiency

WFM tools experience

Job description

"As we’ve recognised along with other organisations is that there is a lot of vacancies within the market now making it really challenging to recruit into our planning team. We still really struggled to get applicants with the relevant skills. We shared the roles we currently had available to The Forum jobs page, and we saw a massive spike in applicants." Alix Corden, Scheduling Manager, VitalityHealth

Published on 02 December 2025

Resource Planning & Forecasting Manager

Cardiff (50% hybrid)

Role: Resource Planning & Forecasting Manager
Advertised by: Longreach Recruitment
Location: Cardiff (50% hybrid)
Salary: £60’000 ~ £70’000 DOE + Expansive Flexible Benefits

Longreach Recruitment is 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 as owning both tactical and strategic performance initiatives.

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 up‑to‑date information and actions are available to support 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.

Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Management, Analytics, and Customer Contact Technologies.