Planning Specialist – Customer Experience

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.