Forecasting and Planning Manager

We’re reinventing payments.

We’re reinventing payments. In less than four years, Dojo disrupted the market to become the largest and most loved acquirer in the UK. Our payments infrastructure, purpose-built for in-person commerce, is game changing.

Now, over 150,000 customers across four countries choose to transact billions with us every year.
But we’re just getting started.

Our people are the driving force behind our success. They are our greatest investment and our ultimate competitive advantage. We hire exceptional people and give them the autonomy, trust, and ownership to thrive. The results take care of themselves.

The Role

We are seeking an exceptional Forecasting and Planning Manager to join our growing team. This pivotal role will be responsible for leading the strategic forecasting and planning activities for our contact centres, ensuring optimal resource utilisation and the delivery of industry-leading service to our customers.

You will play a critical role in developing robust capacity plans, workforce models, and strategic forecasts that drive efficiency and performance across our operations. You will also lead a small team consisting of resource planners and real time analysts. This is an exciting opportunity for a highly analytical and proactive individual to shape the future of our contact centre resource strategy.

What You Will Do...

• Lead Strategic Forecasting:
  Develop and maintain accurate long-term, mid-term, and short-term forecasts for call volumes, contact types, AHT (Average Handle Time), and other key metrics across all contact centre channels.
• Capacity Planning & Workforce Modelling:
  Create and manage comprehensive capacity plans and workforce models to ensure appropriate staffing levels, considering factors such as attrition, recruitment lead times, training, and shrinkage.
• Performance Analysis & Insight:
  Conduct in-depth analysis of historical performance data, identify trends, anticipate future challenges, and provide actionable insights to senior management and operational teams.
• Stakeholder
  
  Collaboration:
  
  Work closely with Operations, Training, Recruitment, and IT teams to align forecasts and plans with business objectives, new initiatives, and technological advancements.
• System Optimisation & process Improvement:
  Leverage and optimise WFM (Workforce Management) platforms (e.g., NICE in Contact, Calabrio) and other forecasting tools to improve accuracy and efficiency, as well as identify opportunities for continuous improvement in forecasting and planning.
• Budgeting Support:
  Provide forecasting data and analysis to support the budgeting process for contact centre resourcing.
• Reporting:
  Develop and present clear, concise reports and dashboards on forecast accuracy, planning effectiveness, and key performance indicators to various stakeholders.
• Scenario Planning:
  Conduct 'what-if' scenario planning to assess the impact of different business decisions or external factors on contact centre performance and resource requirements.

What You Will Bring...

• Proven Experience:
  
  Demonstrated experience in a forecasting, planning, or WFM role within a fast-paced contact centre environment where you've had experience with WFM platforms (NICE in Contact, Salesforce & Calabrio highly desirable).
• Technical & Analytical skills:
  Strong analytical and quantitative ability with advanced proficiency in Excel (or Google Sheets) for data manipulation, modelling, and analysis. Experience with BI dashboarding and self-service tools (e.g., Looker) is highly desirable.
• Strategic Thinker:
  Ability to think strategically and translate business objectives into effective forecasting and planning strategies.
• Resiliant & Self-motivated: A self-starter who is comfortable managing their own workload, prioritising tasks, and proactively identifying potential issues in a fast-paced, dynamic environment.
• Problem Solver:
  Inquisitive nature with a strong desire to challenge the status quo and continually seek ways to improve performance and processes.
• Stakeholder Management:
  Excellent communication skills and ability to build effective working relationships; influence stakeholders across various departments through the ability…