Full job descriptionForecast Analyst
£46,000 per annum
Bedford
Permanent
Hybrid Working

Ready to make a real difference? Join us at the Money and Pensions Service (MaPS) as our Forecast Analyst. This is your chance to play a meaningful role in helping people across the UK build stronger financial futures and to do it as part of a supportive, energetic team.

Why This Role Matters
The Forecast Analyst is responsible for producing accurate contact volume forecasts and workload predictions to support effective workforce planning within the contact centre. The role ensures the business has the right number of advisors available at the right time to meet customer demand, service level agreements, and operational efficiency targets.
The Forecast Analyst analyses historical trends, business drivers, and operational data to provide short-, medium-, and long-term forecasting models that support scheduling, budgeting, and strategic planning activities.

What you’ll be doing?*Develop and maintain accurate forecasting models to support a multi-channel customer contact strategy.
*Analyse historical data, trends, seasonality, and business activities to predict future demand.
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*Continuously monitor actual versus forecasted volumes to understand trends and ensure appropriate recommendations for future forecasts and continuous improvement
*Produce short-, medium-, and long-term forecasts to support operational and strategic planning.
*Collaborate with Operations, Finance, Marketing, and Workforce Management teams to understand upcoming activities that may impact demand.
*Provide clear variance analysis between forecasted and actual performance.
*Support capacity planning, resource planning and scheduling to ensure optimal staffing levels
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