Contact Centre Forecasting & Reporting Manager

Longreach Recruitment are hiring a contact centre experienced Forecasting & Reporting Manager

Are you an experienced and talented contact centre Resource Planning professional with exceptional abilities and experience in modelling Capacity Plans, Demand Models, and Forecasts from the ground up within Excel and Erlang to determine customer contact demand?

If so, this is a rare opportunity to utilise your skills at a UK market leading organisation.

This is a hybrid position working 2 days onsite in Bristol (with staff parking provided) and offers a salary range of £48000 - £52000 (depending on experience) + Bonus + Broad Flexible Benefits

Key Role Purpose & Responsibilities

• Forecast supply and demand for sales and service contact centre to ensure exceptional service delivery.
• Create robust demand forecasts, produce regular management information, and contribute to resource planning outputs via the leadership of a small, growing Resource Planning team.
• Lead and develop forecasting techniques for accurate customer demand prediction.
• Generate models and analysis for demand forecasting and capacity planning.
• Provide performance insight across key contact centre KPIs to drive improvements and enhance customer outcomes.
• Build and maintain strong relationships with internal teams and stakeholders.

What Have You Done Before? What Do You Need to Demonstrate?

Candidates MUST have demonstrable contact centre experience within capacity planning, forecast modelling with advanced abilities with Excel and experience of utilising Erlang methodologies (where appropriate).

Youll have a comprehensive background in the end-to-end Resource Planning cycle gained in customer operations setting.

Key Skills & Experience Will Include

• Demonstrable capacity planning, demand planning and forecast modelling skills.
• Highly competent Excel user with Erlang experience ( SQL is desirable but not essential)
• Excellent analytical skills with the ability to interpret and present data in an engaging & meaningful manner to various stakeholders.
• Create and develop scenario models to understand impacts of change or marketing initiatives.
• Effective communication and presentation skills
• Experience of leading and managing a small Analytical / Planning team

Please register your interest in the Forecasting & Reporting Manager position by applying as directed.

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