My client is looking for a forecasting manager to lead the Forecasting teams to ensure that the correct level of resources are planned across the Customer & Claims Operations teams. To lead a team of tenured planners through a transformational change by introducing new forecasting & planning governance processes across the business.
- To lead the Forecasting team across the Customer & Claims Operations areas.
- To ensure that you deliver customer & colleagues KPI’s.
- To develop & coach the Forecasting team to enhance forecasting skills.
- To focus on delivering plans aligned to agreed budgets.
- To lead and manage the Forecasting governance processes.
- To analyses & interpret a high volume of customer contact data.
- To reconcile plans against actual performance to improve forecasting accuracy.
- To create, manage & evolve multi-channel models to cover a range of back-office and digital functions.
- To create, manage & evolve tracking metrics to ensure delivery of operational KPI’s.
- To work closely with Scheduling, Real-Time & Business Planning teams to ensure delivery of al operational SLA’s and other key performance indicators.
- To be able to operate at a senior level across all operation
- Responsible for creating & evolving forecasting models that support the operational functions
- Devise and manage robust recruitment plans to manager resource to agreed levels.
- To establish and understand all contact drivers to enhance model accuracy
Skills Knowledge & Experience:
- Advanced Microsoft Excel knowledge
- Advanced data manipulation and analytical skills.
- Strong understanding of capacity planning and resource planning models, particularly in a contact Centre environment
- Strong communication skills: verbal, written report and presentation skills.
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