Forecasting and Planning Analyst (Contact Center)

TL;DR

Forecasting and Planning Analyst (WFM): Managing the forecasting, planning, and scheduling of call center workstreams with an accent on multi-channel operations (Voice, Email, Chat). Focus on optimizing FTE allocation, managing complex capacity plans, and ensuring service level targets are met through detailed data analysis.

Location: Hybrid (London, Colindale) — 2 days in the office

Company

hirify.global is a utility aggregator providing energy, broadband, mobile, and insurance services through a single integrated platform.

What you will do

• Develop and maintain detailed forecasts ranging from interval-level projections up to 3 years out.
• Manage comprehensive capacity plans, ensuring accurate FTE actuals and adherence to shrinkage and performance targets.
• Optimize FTE scheduling to achieve the best possible service levels for customers and manage business events.
• Act as the primary point of contact for resource planning queries within assigned business units.
• Review performance against previous plans to constantly improve the scheduling approach.
• Conduct ad-hoc data analysis to support operational departments and management.

Requirements

• Proven experience in forecasting and resource planning for contact/call centers (multi-channel).
• Expert knowledge of WFM methodologies (NICE or Genesys) and ACD tools.
• Strong numerical skills with experience analyzing large, complex datasets to identify trends.
• Strong communication skills to engage effectively with stakeholders at all levels.
• Proficiency in Excel and Google Sheets.
• Must be based in or able to work hybrid in London (Colindale).

Nice to have

• Experience in planning roles involving heavy collaboration with BPOs or outsourcers.
• Experience planning for Back Office areas.

Culture & Benefits

• Hybrid working model with flexible arrangements.
• Holiday trading allowing you to buy or sell up to 5 days of leave per year.
• Electric Car salary sacrifice scheme.
• Access to Perkbox, company service discounts, and a free Cashback Card.
• Matched contribution pension scheme and life assurance up to 4x salary.
• Comprehensive benefits including private health insurance, Virtual GP, and gym discounts.