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Forecasting Specialist

  • Location

    London

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    £40,000

  • Consultant:

    #

  • Email:

    ncoptitch@merje.com

  • Job ref:

    NC/16928

  • Published:

    3 months ago

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