My client is looking for a Forecasting Specialist to provide accurate forecasted demand models for all channels, ensuring service levels are achieved.

Role responsibilities

• Create forecast models supporting the operations
• Continually review demand volumes and resource availability to achieve an effective balance of service levels and resource effectiveness
• Creation of forecast reporting mechanisms to support performance narrative
• Provide forecasting support for the Operations change process and impact assessment where required
• Critique and sign off/accept budget/strategic planning assumptions for mid-term forecast
• Creation and reporting of forecasted performance metrics
• Create demand forecasts at weekly, daily and interval levels for agreed lines of business to agreed accuracy standards and agreed delivery schedule
• Provide continual improvement suggestions of forecasting techniques to improve forecasting accuracy
• Handover of accurate by queue and interval level forecasted demand to Mission Control teams to minimise the need for tactical adjustments.

Skills and Experience

• Advanced skills in MS Office packages – specifically Excel and databases like Access & SQL.
• Knowledge of accepted forecasting practices and methodologies
• Previous experience in a multi-channel, multi skilled contact centre environment
• Experience of senior stakeholder management with key focus on the ability to condense and translate complex data into easily understandable formats for key decision making
• Track record of building complex demand forecasts via Excel/Access
• Previous experience interpreting a workforce management system (ideally Nice or Aspect)
• Previous experience using Avaya CMS
• Highly organised and committed with excellent communication and influencing skills
• Ability to thrive in a fast-moving targeted environment where priorities change frequently