Forecasting and Capacity Planning Manager

3 weeks ago


Nationwide, United Kingdom CCA Recruitment Group Full time
Role: Forecasting and Capacity Planning Manager
Location: UK based at home with (quarterly travel to office in Midlands)
Hours: 37.5 per week Mon-Fri
Salary: Up to £45,000 DOE + benefits
This is a great opportunity for an experienced Forecasting and Capacity Planning Manager to join my client on a permanent basis. This is a stand-alone role reporting into the Head of WFM looking at 3-18 month plans.
Your role is to support the budget build and control through data-driven insights and analytical techniques to generate accurate forecasts and provide valuable insights into future trends.
By analysing historical data, market trends, and other relevant factors, you contribute to strategic decision-making processes within the organization. Your role is crucial in supporting operational planning, resource allocation, and overall business growth.
Continuous improvement is integral to your role, as you evaluate and enhance existing forecasting methodologies, processes, and tools to improve accuracy, efficiency, and scalability. Staying informed about industry trends, emerging technologies, and best practices in forecasting and data analytics enables you to bring innovative solutions to the organization.
Are you an organised Forecasting and Capacity Planning Manager from a retail or contact centre background?
Do you have experience in WFM planning, forecasting and budget building?
Do you have experienced in creation and delivery of plans?
Experience in stakeholder engagement, communicating and forecast results is essential
Key Responsibilities of the Forecasting & Capacity Planning Manager:
Responsible for end-to-end planning and execution of budget planning identifying risks to operational performance alongside controlling costs.
Use and develop existing forecasting methodology to maintain medium to long-term (3-18 month) forecasts for all areas and channels.
Work alongside planning manager to create, develop, and refine the models with close liaison with recruitment to ensure sufficient staffing levels are available whilst minimising over / understaffing.
Maintain and update planning models to ensure a rolling 12-month view of demand, resource and budget assumptions and requirements.
Work closely with other business stakeholders.
Maintain and manage an accurate view of Group Customer Contact headcount actual, budget and vacancies. Ensuring that we are managing our resource and budget tightly.
Work with operational Leads to ensure that recruitment plans and associated capacity requirements are clear.
Work closely with the Change and Transformation team
Collaborate with the analysis and insight team to ensure that drivers for contact are factored into budget assumptions.
Carry out regular monitoring of AHT and rate per hour targets and performance to ensure that resource plans have accurate assumptions and operational owners are held accountable.
Proactively engage with all relevant stakeholders across the business to capture data required for application to the forecast, ensuring accurate resourcing levels to meet demand.
Effective review of forecast accuracy against the actual performance; communicating results & offering effective recommendations for improvement.
Ensure core KPI's are met via effective resource planning (ASA / abandon rates / FCR / AHT)
Lead calls with contact centre management teams and/or outsource partner workforce management teams.
Determine and communicate monthly FTE estimates and hiring plans for internal and outsource partners.
Ensure that the capacity plan is shared weekly with key stakeholders.
If you are an experienced Forecasting and Capacity Planning Manager please follow the link to apply for this role.
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.
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