Planning Specialist

Planning Specialist - Customer Experience

Location: Cardiff

Salary: £35,000

Job Type: Permanent

About the Role

We are looking for an experienced Planning Specialist to join a busy Customer Experience/Contact Centre environment.

The role will focus on workforce planning, demand forecasting and resource optimisation , ensuring the right level of resource is available to deliver excellent customer service while operating efficiently.

Key Responsibilities

• Develop short, medium and long-term demand forecasts and resource plans .
• Build and maintain forecasting and planning models to support operational KPIs.
• Manage and utilise WFM/WFO systems for forecasting and scheduling.
• Analyse contact centre performance, trends and operational data to improve forecasts and plans.
• Work closely with stakeholders and Real-Time teams to deliver effective multi-channel workforce plans.
• Support real-time service-level management, including schedule adherence and offline activity.
• Identify future resource and operational challenges and recommend appropriate solutions.
• Continuously review and improve planning processes and best practice.

About You

• Proven experience in workforce/resource planning and demand forecasting .
• Experience working within a contact centre/customer operations environment.
• Strong knowledge of WFM/WFO systems , forecasting and scheduling.
• Experience developing forecasting models for a multi-channel environment .
• Strong Excel skills.
• Excellent analytical, communication and stakeholder-management skills.
• The ability to translate complex data into clear, actionable insights.
• A proactive approach to identifying issues and improving processes.

Experience with CACI Forecaster, IBM Modeller or similar advanced modelling tools would be advantageous but is not essential.

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