Strategic Workforce Planner – 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

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.