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Forecasting & Resource Planning Analyst

  • Location: York
  • Salary: £45,000 per year

Posted about 2 years ago

  • Sector: Customer Contact
  • Contact: Natasha Copitch
  • Expiry Date: 06 February 2022
  • Job Ref: NC/18536

​My client is looking for a Forecasting & Resource Planning Analyst to work within the Operations Support Team, delivering demand forecasting, workforce planning and service optimisation.

This role is a key position within the team, responsible for ensuring they have the right resource plan to meet customer expectations in both front and back office teams. Since the successful combination of hybrid working, flexible working and customer experience have integrated and we now look to manage our resource response across a distributed working environments that requires expertise to maintain customer expectations in terms of service response.

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Working collaboratively with the wider operational delivery and support teams you will be a key player in the successful delivery of our sales and service KPI’s.

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What the role involves:

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•Own the forecasting of demand, shift patterns and recruitment needs across all contact types, including multiple back office work streams and telephony work streams of approx. 250 FTE

•Collate data sets for all channels and sites to feed into the forecast modelling process

•Partner with MI and Planning Manager and Service Delivery Management to advise on opportunities to improve performance.

•Assist MI and Planning Manager in managing the department’s budget to achieve commercial and service targets

•Own the delivery of PEAK Planning to optimise the FTE available across Service Delivery

•Knowledge of cloud WFM tools

•Maintenance of Workforce Management system to ensure:

•S&A and Holiday entitlement is accurate

•Each work stream has the correct allowance to cover service

•Manage a governance framework to ensure data quality

•Prepare weekly / monthly shift schedules for ~250 FTE to ensure AHT, PCA and Workflow SLA’s are met including scheduled breaks, 121 and training time for all relevant colleagues

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Knowledge, skills & Experience

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•High level of experience working with WFM resourcing and forecasting applications

•Experience working with telephony systems, particularly being involved in the design, set up and management of such systems e.g. call routeing, IVR, voice recording

•Experience of workflow management systems in a multi-function and multi-channel contact centre environment

•Intermediate to Advanced Excel

•Some exposure to SQL would be advantageous

•Good communication and presentation skills

•Strong analytical and logical thinker

•A relationship builder – comfortable working with operational teams across the business

•Customer focussed – awareness of the impact of decisions on the Customer Experience

•Attention to detail and to quality with a solid work ethic

•Ability to create outputs in a timely manner that are easy to understand and that support the operational performance

Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

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