Forecast Analyst

Forecast 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.

About Us

MaPS is based in bright, modern offices in Bedford, and were here to help people across the UK feel more confident and informed about their money.

Our values guide how we work together:

• Caring for colleagues and the communities we support
• Connecting building supportive, positive relationships
• Transforming creating impact that truly matters

Were proud to foster an inclusive, welcoming culture. Our colleague networks include LGBTQ+, neurodiversity, womens health, mens health and ethnicity groups and we welcome applications from all backgrounds.

• 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.
• 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

• Prepare and distribute forecasting reports, dashboards, and insights to stakeholders.

• Identify operational risks and recommend mitigation strategies.

• Support budget planning through workload forecasting and headcount modelling.
• Conduct scenario planning and what-if analysis to support strategic decisions
• Support Planning Analyst during absences around schedule creation.

• Experience in forecasting and workforce planning/resource planning within a contact centre environment.
• Experience of scheduling.

• Strong analytical and numerical skills.

• Advanced Microsoft Excel skills including formulas, pivot tables, charts, and modelling.

• Experience using Workforce Management (WFM) systems such as: Verint Workforce Management / NICE IEX / Genesys Cloud

• Ability to interpret data and communicate insights clearly to stakeholders.

• Strong attention to detail and organisational skills.

Personal Attributes

• Team player with strong communications and stakeholder management skills, able to engage at all levels of the business
• Proactive, self-led forward-thinking approach to driving insight and change to completion.
• Strong methodical approach to logical processes.
• Attention to detail and can demonstrate high quality and accurate output.
• Resilient, can do attitude