Team: Forecasting & Planning
Salary: Excellent
Contract Type: Permanent
Hours Per Week: 40 Hours
Reporting to the Forecasting & Planning Manager, our Senior Forecasting & Scheduling Analyst plays a leading role in forecasting demand, planning resource requirements, and optimising workforce deployment across a multi-site, multi-channel Contact Centre operation. Our Senior Forecasting & Scheduling Analyst will combine advanced forecasting expertise, commercial awareness, and operational leadership to drive service performance and continuous improvement across the planning function. In addition to delivering high-quality forecasting and planning outputs, our Senior Analyst will support the development of Forecasting & Scheduling Analysts, helping to build core skills within the team while influencing planning strategy and operational decision-making.
We expect all team members to embody our Jet2 values:
Create Memories, Be Present, Work As One Team, Take Responsibility.
As our Senior Forecasting & Scheduling Analyst, you’ll have access to a wide range of benefits including:
We expect all team members to embody our Jet2 values:
Create Memories, Be Present, Work As One Team, Take Responsibility.
As our Senior Forecasting & Scheduling Analyst, you’ll have access to a wide range of benefits including:
- Colleague discounts on Jet2.com flights and Jet2holidays packages
- Annual pay reviews
- Many retail discounts on – travel and leisure, health, and wellbeing, eating out, shopping and lifestyle
At Jet2.com and Jet2holidays we’re working together to deliver an amazing journey, literally! We work together to really drive forward a ‘Customer First’ ethos, creating unforgettable package holidays and flights. We couldn’t do it without our wonderful people.
What you’ll be doing:
You’ll work closely with Operations, Finance, Real Time teams, and senior stakeholders to ensure we consistently have the right people in the right place at the right time, while driving improvements in forecasting accuracy, efficiency, and customer experience.
Forecasting & Planning
- Lead the production of accurate short, medium and long-term forecasts using historical data, trends, and demand modelling.
- Oversee forecasting of contact volumes and AHT across channels, ensuring robust capacity planning.
- Review and optimise weekly and intraday schedules, identifying risks and driving proactive solutions.
- Support scenario planning and strategic resource planning to support operational and commercial objectives.
Operational Support
- Partner with Operational Leaders and Real Time teams to support consistent service level delivery.
- Lead regular forecasting, staffing, and planning review meetings with stakeholders.
- Provide guidance on flexible working and contract change decisions aligned to demand and operational needs.
- Act as a senior escalation point for planning queries and complex scheduling challenges.
Performance & Insight
- Provide deeper analysis of performance vs forecast and budget in collaboration with Finance.
- Deliver clear and actionable insight to senior leadership, supporting business decision-making.
- Identify and lead initiatives to improve forecast accuracy, utilisation, and operational performance.
Systems & Process
- Support and optimise workforce planning systems and processes.
- Play a key role in enhancing planning capability across tools such as Peopleware WFM, AWS Connect, and Anaplan.
- Support development of call flow design and customer journey optimisation through AWS Connect.
Team Development
- Support the growth and development of Forecasting & Scheduling Analysts through coaching and knowledge sharing.
- Provide guidance on forecasting approaches, scheduling best practice, and analytical techniques.
- Contribute to building a high-performing planning function.
What you’ll have:
- Significant experience in a medium–large, multi-channel Contact Centre Planning role is essential.
- Advanced Excel/data analysis and modelling skills is essential
- Experience working with AWS Connect for contact volume analysis, routing insight, or call flow optimisation is desirable.
- Strong experience using Peopleware WFM for forecasting, scheduling, and workforce planning is desirable.
- Experience using Anaplan for workforce planning, scenario modelling, or financial alignment of resource plans is desirable.
- Advanced analytical and problem-solving capability.
- Confident influencing and communicating insights to senior stakeholders.
- Ability to manage complex planning challenges and multiple priorities.
- Strong collaboration and leadership within cross-functional teams.
- High attention to detail and discretion with sensitive information.
Join us as we redefine travel experiences and create memories for millions of passengers. At Jet2.com and Jet2holidays, your potential has no limits. Apply today and let your career take flight!
#LI-Hybrid
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