Sudale Search & Select

Head of Planning & Forecasting

Are you a Planning & Forecasting Subject Matter Expert within the Contact Centre World?

Do you have experience working with outsourced contact centre operations?

Can you simplify highly complex data to drive compelling change?

Do you want to work within a rapidly growing organisation on an exciting transformation journey?



Sudale Search are over the moon to partner with a rapidly growing InsurTech to hire in their first Head of Planning & Forecasting. All planning & forecasting is currently headed up by the Customer Operations Director, but the role has become too big, due to exciting levels of growth and increasing levels of complexity within the organisation. Are you up for taking this on full time?

The business:

This business is a rapidly growing InsurTech who are forecasting to double in size over the next 3 years, after an already impressive period of growth! They are a business that really cares about their people and invest heavily in training and developing their teams.

The role:

As the Head of Planning & Forecasting you will be responsible for running and developing the current planning and forecasting model, driving best practice. You will ensure that the vendor is doing things in the right way, that the resource is appropriately utilised and optimised to deliver in line with key commercial objectives. As the SME you will be responsible for driving change and showing what good looks like.

The business is going through a lot of transformation now including migrating to their own platforms for all telephony, chat WFM etc and, as the Head of Planning & Forecasting, you will play a key role in this transition. This role will play a vital part in the strategy for the customer service department, but will be a “roll your sleeves” up type of role where you will have a eye on all the key details.

As the Head of Planning & Forecasting you will:

  • Have proven experience in resource planning and forecasting in a multi-channel contact centre operation (front and back office)
  • Be highly analytical with the ability to break down complex contact data, and present this in a compelling format to deliver best practice in WFM.
  • Lead and execute cost-saving initiatives.
  • Have worked closely with outsourced contact centre operations and managing 3rd party relationships.
  • Experience with WFM platforms such as Verint, Aspect or similar.
  • Live in the London/ Greater London area to travel to site in the West End 2 days per week.
  • Have a “roll your sleeves” up mentality to get involved, and lead on, the day-to-day activities, whilst driving the strategy forward.

Nice to haves:

  • Degree educated in a related field.
  • Salesforce
  • Experience in Insurance/ Financial Services sector.

On offer:

  • Bonus
  • Health cash plan (for you and up to 4 children)
  • Pension scheme (up to 10%)
  • Life assurance (4 x salary)
  • Health Insurance
  • Cycle to work scheme
  • £1,500 personal development allowance

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