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Forecasting & Capacity Planning Analyst in Peterborough

Job description

Over 175 years ago, our founder Thomas Cook began this company with a vision to ‘broaden the mind of others and break down the partition walls of prejudice.'

Once describing himself as ‘the willing and devoted servant of the travelling public,’ Thomas Cook was a true pioneer of the travel industry, opening up a world of new destinations and new travel experiences to everyone. By obtaining the best services and prices for his customers, he laid the foundations of the company that still bears his name today.

Thomas Cook is now one of the world’s leading leisure travel groups, supported by around 22,000 colleagues and operating from 15 countries.

Our vision today remains true to Thomas Cook’s ambitions - to be the world’s most loved holiday company.


Forecasting & Capacity Planning Analyst

Peterborough OR Falkirk

Competitive Salary + Benefits


The Role

An exciting opportunity for a Forecasting  and Capacity Planning Analyst has arisen in our Contact Centres, our ideal candidate will be based in either Peterborough or Falkirk (travel to both sites will be required). The purpose of this role is to create and maintain forecast models for the UK Contact Centres, incorporating business intelligence and forecast information gathered from  various business areas e.g. Marketing, Retail and other sources. Responsible for all forecasting activities, the successful candidate will work with key stakeholders  to secure the necessary data to help predict propensity to ensure that the customer demand is planned for effectively, maximising the available resource. 

About the Department / Team


At Thomas Cook we’re constantly modernising our business to meet the needs of the digital age, we’ll still be delivering the top-notch service that our brand was built on. Our contact centres support our UK business through continuous improvement and excellence in service delivery.


Key Responsibilities and Accountabilities

The successful candidate will develop and maintain forecasting models to predict customer demand across contact type and customer need state as well as review historical trends, research demand drivers, prepare forecast data, develop statistical forecast models, and evaluate forecast results. Contribute to budgetary modelling and reflect accuracy of original budget to current operational delivery. Maintain a view of actual to forecast across volume and financial metrics for Peterborough & Falkirk Contact Centre

  • Refine systems and methods to continually improve forecasts so that the company can better anticipate customer needs.
  • Coordinate with Work Force Management (WFM) and other Real Time Analysts to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day
  • Produce narrative that supports the data produced in the headcount planning process, making recommendation for increasing accuracy and maximising use of FTE.
  • Build long term and sustainable relationships with stakeholders by continually analysing results for continuous development and improvement.
  • Seek to identify and manage risk on an on-going basis, ensuring that the customer and the organisations needs are balanced appropriately.
  • Provide accurate and understandable analytical representations to enable consistency of understanding across centres.


Skills and experience



  • Excellent analytical skills for identifying and interpreting trends and variations from plans
  • Excellent communication and negotiation skills
  • Experience in Contact Centre Environment
  • Strong Stakeholder Management Experience
  • Highly numerate
  • Proven strengths in the competency of Information Seeking
  • Demonstrable ability to analyse complex situations and data and take rapid remedial action
  • Detailed approach to data accuracy and developing effective and simple-to-follow procedures
  • Good understanding of the principles of resourcing, contact drivers and key metrics

Has a strong results orientation, anticipating obstacles and dealing with setbacks



  • Knowledge of a IEX workforce management system preferred
  • Previous experience in Contact Centre Planning
  • Activity Forecasting Techniques


Life at Thomas Cook is fast-paced and full of opportunities. We’re a leading international travel company that believes in empowering our people, so when you join us, you’ll be given the chance to create, learn and innovate. You’ll also be given the support and training you need to develop your career in the direction you choose.

As you might expect, our holiday benefits are something special. We’ll give you an allowance towards your holiday every year, depending on how long you’ve been with us.  There are also special last minute employee deals, which give you the opportunity to pick up a holiday at an outstanding price. Working for Thomas Cook, you can travel the world for less.

We also offer a flexible benefits package that gives you a range of options to ensure your benefits match your lifestyle.

Extra information

Full UK/EU driving license preferred
Car Preferred
Must be eligible to work in the EU
Cover Letter Required

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