Flexible Contact Centre Forecasting Lead

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

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.