Resources Analyst

About the Company Aquilo recruitment are excited to be partnering with Ideal heating to recruit for an experienced forecasting and resource analyst, ideal with a background in call centres, and a number driven person, this is a new exciting opportunity in a well established market leading business. About the Role To increase efficiency within the contact centre by utilising all available data points to ensure we have our people at the right place at the right time, by building an evolving forecast model that encompasses contact data, product estate, weather patterns, analysis of data trends and market conditions. The outputs of this will enable our team to continue to provide excellent customer service as needed, thereby supporting the continued business growth and contact centre performance. Responsibilities Own the entire forecasting process, from creating short-term schedules to developing long-term strategic plans. Build and maintain capacity and workforce models to optimize staffing and resource allocation. Development of Team schedules & shift patterns accounting for demand and seasonality. Use historical data analysis to generate insights and improve the accuracy of all future forecasts. Collaborate with cross-functional teams to gather relevant data for analysis. Clearly communicate with team members and stakeholders conveying plans and progress. Qualifications Proven experience in forecasting, resource planning, or a similar role. Strong analytical skills with proficiency in data analysis tools and software (e.g. Excel, Power BI and WFM tooling (Five9 Community). Excellent communication skills, both written and verbal. Experience questioning current methods to find new, better ways of doing things that lead to improved outcomes. Required Skills Forecast Accuracy as MAPE (Mean Absolute Percentage Error) Improved ASA, AWT, Abandon Rate & Service level. Provide 12 week rolling forecast and schedules as a minimum Stakeholder feedback Preferred Skills Identification and embedding required data sets and embedding. Working with stakeholders across the business to create a source of truth for contact data. Impacts of Seasonality and market activity and trends on historical/future data.

Location: Kingston Upon Hull, UK, GB

Posted Date: 10/18/2025