<h3 class="theme-panel-header text-2xl pb-6 theme-vacancy-section-title">About The Role</h3><p>As a Forecasting and Planning Manager on a 12-month fixed term contract, you’ll play a crucial role in shaping how we support our customers by ensuring we have the right people, in the right place, at the right time. You’ll lead on long-term forecasting, capacity planning, and scheduling across our multi-skilled and multi-channel operation, supporting both our UK-based and South Africa-based teams.</p><p>Using data-driven insight, you’ll help maintain strong service levels, optimise efficiency and ensure we deliver a consistent, high-quality customer experience. This role also plays a key part in future planning, identifying opportunities to improve performance and helping to build financial and operational sustainability.</p><p><strong>Your responsibilities will include:</strong></p><ul><li>Building and maintaining accurate forecasting models to align resource with expected customer demand across all channels</li><li>Leading the creation of long-term capacity plans and short-term schedules for both internal and outsourced teams</li><li>Managing budgets to ensure financial sustainability while maintaining excellent service</li><li>Monitoring real-time performance data and adjusting plans to meet KPIs and service levels</li><li>Identifying ways to optimise resource allocation and agent occupancy, reducing inefficiencies and improving customer outcomes</li><li>Supporting the development and upskilling of the Performance Lead by sharing knowledge and best practice in forecasting and planning</li><li>Collaborating with operations and insights teams to improve reporting accuracy and drive smarter decision-making</li><li>Designing and improving contact strategies, including IVR enhancements, to improve containment and reduce customer effort</li><li>Ensuring reporting is timely, consistent and supports visibility of key performance trends and forecast accuracy</li></ul><p><strong>About You</strong></p><ul><li>Experience in a forecasting, planning or resource management role within a customer service or contact centre environment</li><li>Strong analytical skills and a data-driven mindset, with the ability to turn insight into action</li><li>Experience building and maintaining capacity models, schedules and budgets</li><li>Excellent understanding of service level performance, agent productivity and occupancy metrics</li><li>Skilled in using workforce management tools and systems</li><li>Comfortable mentoring others and sharing technical knowledge in a clear, collaborative way</li><li>Strong communication and stakeholder management skills</li><li>A proactive approach to problem solving, with a focus on continuous improvement</li><li>Able to balance commercial and customer-focused priorities</li></ul><div class="absolute bottom-2 right-2"><button onclick="scrollToTop()" class="theme-primary p-2 rounded-lg flex"> <i translate="no" class="material-symbols-outlined"> arrow_upward </i> </button></div>