Contact Centre Forecasting Analyst

RAC; Manchester; On-site; GBP 35,000 - GBP 45,000; Full time

Job summary

A leading automotive services company is seeking an experienced Contact Centre Forecasting Analyst to manage forecasting activities in Manchester. This role involves developing demand models that predict customer contact accurately, supporting operational performance and planning. Candidates should have a minimum of 2 years in contact centre planning and strong analytical skills. A competitive salary and various benefits are offered, including a share scheme and flexible working arrangements.

Benefits

Competitive salary

Pension scheme with matched contributions

25 days annual leave plus bank holidays

Flexible working schedules

24/7 confidential support service

Qualifications

• Minimum 2 years’ experience in a contact centre planning or WFM environment.
• Strong understanding of contact centre forecasting and resource planning methodologies.
• High numerical capability with strong analytical and problem-solving skills.

Responsibilities

• Lead strategic forecasting across contact channels.
• Deliver accurate long-term forecasts for volume and utilisation.
• Monitor trends and update forecasting models to reflect changes.

Skills

Contact centre planning

Forecasting methodologies

Excel modelling

Analytical skills

SQL

Power BI

Job description

About The Role

RAC are on the lookout for an experienced Contact Centre Forecasting Analyst to join our Resource Planning function on a permanent basis.

In this role, you will own and manage forecasting activity for our Sales & Service Contact Centre. You’ll develop and maintain complex demand and propensity-to-call models that accurately predict customer contact across inbound, outbound, digital and back-office channels. Your insight will directly support operational performance, cost management, resourcing decisions and long-term planning.

We offer more than a job. We offer a career with purpose.

As a Forecasting Analyst at RAC, you’ll get benefits that go the extra mile

Earnings That Motivate – enjoy a competitive salary plus automatic enrolment in our ‘Owning It Together’ Colleague Share Scheme - a unique opportunity to share in RAC’s future success and be rewarded for the exceptional work you deliver.

Tools to Drive Your Future – get started with a free RAC Ultimate Complete Breakdown Service from day one, plus access to a car salary sacrifice scheme (including electric vehicle options) after 12 months, delivering serious tax savings.

Time Off That Matters – enjoy 25 days annual leave, plus bank holidays. We also support work-life balance with paid family leave, flexible schedules, and practical resources to help navigate personal commitments.

Financial Security & Perks – pension scheme with up to 6.5% matched contributions alongside life assurance cover up to 4x salary (10x optional with flex benefits), designed to support you long-term.

Wellbeing That Works for You – our 24/7 confidential support service is available to you and household members aged 16+, offering reassurance whenever you need it.

Extras That Make a Difference – access Orange Savings, our exclusive discount portal with deals across top retailers, holidays, tools, tech and more. After passing probation, you’ll automatically join our Colleague Share Scheme, giving you a stake in our collective success.

What you’ll do

• Lead strategic forecasting across inbound, outbound, digital and back-office contact channels, ensuring accurate demand predictions
• Use key data sources (marketing activity, customer behaviour, pricing, digital traffic) to deliver accurate long-term forecasts for volume, shrinkage and utilisation
• Monitor trends and update forecasting models to reflect changes, identifying risks, opportunities and required actions
• Work closely with scheduling and real-time teams to support operational readiness and mitigate performance risks
• Provide clear insight, variance analysis and performance commentary to inform operational, resourcing and financial decisions

What you’ll need

• Minimum 2 years’ experience in a contact centre planning or WFM environment
• Strong understanding of contact centre forecasting and resource planning methodologies
• Advanced modelling capability, particularly in Excel, including linear and regression modelling
• High numerical capability with strong analytical and problem-solving skills
• Ability to translate complex data into clear insight for senior stakeholders
• Experience using SQL, Power Pivot and Power BI
• Highly motivated, proactive and able to deliver high-quality outputs

Why RAC?

For more than 128 years, we’ve been keeping drivers moving, and today we’re trusted by over 15 million members. We’re also trusted by our people, with a 4.5-star Glassdoor rating showing that RAC is a place where support, ambition, and opportunity go hand in hand.