Forecasting & Scheduling Analyst (Contact Centre)

£30k - £34k + Benefits

An award-winning and global WFM team are looking to add an experienced Forecasting & Scheduling Analyst to its team based in Manchester city centre. If you're looking to join a business that invests heavily in its people giving them opportunities to move in any direction they think would benefit their career then this is the company for you! 

If the above sounds like you read on! If you are not, then check out our other jobs – we are also looking for people in other WFM & Resource Planning positions!


Job Summary

Our client’s WFM team has recently grown and with that growth comes the need for a new Forecasting & Scheduling Analyst which is where you come in. The business continues to lead the way as an industry leader in their respected field and there is a huge opportunity for someone joining the business to further your career and have a real impact on their success.


Your role

As the Forecasting & Scheduling Analyst, you'll create and manage short-term forecasts for call & non-call workloads and resources across a blended Contact Centre operation. You'll produce dynamic scheduling plans in order to achieve the optimum service goal outcomes based on your forecast workload. 


About you

You'll ideally be a Resource Planner, Forecasting or Scheduling Analyst with strong experience of forecasting and scheduling using both excel and WFM systems (extra points if you have experience of working within an Omnichannel contact centre environment) and have been great at it and all that being a Forecasting & Scheduling Analyst involves –if it needs explaining then this is probably not for you.


Some bullet points about you:

  • At least 3 years experience in a Contact Centre Resource Planning role 

  • Excellent Excel and Analytical skills 

  • Previous experience of Forecasting & Scheduling within a Resource Planning role

  • Proven stakeholder management exposure at all levels, demonstrating influence and communication skills 


How to Apply?

If all of this sounds like you then click on the apply button or if you want to learn more before that then contact us and make it for the attention of Lawrence who will answer any questions that you might have!