Contact Centre Forecasting Analyst

Overview

RAC are on the lookout for an experienced Contact Centre Forecasting Analyst to join our Resource Planning function on a permanent basis.

In this role, you will own and manage forecasting activity for our Sales & Service Contact Centre. You'll develop and maintain complex demand and propensity-to-call models that accurately predict customer contact across inbound, outbound, digital and back-office channels. Your insight will directly support operational performance, cost management, resourcing decisions and long-term planning.

What you'll do

• Lead strategic forecasting across inbound, outbound, digital and back-office contact channels, ensuring accurate demand predictions
• Use key data sources (marketing activity, customer behaviour, pricing, digital traffic) to deliver accurate long-term forecasts for volume, shrinkage and utilisation
• Monitor trends and update forecasting models to reflect changes, identifying risks, opportunities and required actions
• Work closely with scheduling and real-time teams to support operational readiness and mitigate performance risks
• Provide clear insight, variance analysis and performance commentary to inform operational, resourcing and financial decisions

What you'll need

• Minimum 2 years' experience in a contact centre planning or WFM environment
• Strong understanding of contact centre forecasting and resource planning methodologies
• Advanced modelling capability, particularly in Excel, including linear and regression modelling
• High numerical capability with strong analytical and problem-solving skills
• Ability to translate complex data into clear insight for senior stakeholders
• Experience using SQL, Power Pivot and Power BI
• Highly motivated, proactive and able to deliver high-quality outputs

Why RAC?

For more than 128 years, we've been keeping drivers moving, and today we're trusted by over 15 million members. We're also trusted by our people, with a 4.5-star Glassdoor rating showing that RAC is a place where support, ambition, and opportunity go hand in hand.