|Location: TAMWORTH, STAFFORDSHIRE||Salary: 20000 - 22000 GBP Per Annum|
|Sector: Business Support||Job Type: Permanent|
|Shift Type: N/A||Applications: N/A|
|Posted: 10 months ago||Reference: 3083982|
The purpose of the forecasting analyst role is to provide forecasts for all contact centre metrics to an agreed level of accuracy.
The post holder will provide forecasts to support short, medium and long term planning that may include but not be limited to volume, handling time, Grade of Service, FTE, staff attrition, and shrinkage and adherence.
They will work with scheduling and real-time analysts across the primary operational sites to deliver consistent practices and planning methodology, and proactively meet service goals for all contact centre channels.
•Creation and maintenance of all contact centre forecasting models.
•Management of the forecasting modules within the WFM application.
•Responsible for the achievement of forecasting accuracy targets.
•General administration of data within the WFM tools and applications.
•Specific forecast related reporting.
•To work with team from outside the contact centre to ensure that contact centre planning and forecasting is aligned to budget.
•Impact assesses change and business initiatives to understand and communicate the potential effect on contact centre operations and budget.
Business Operations and Support
•Work within peer group to ensure that KPI’s and in particular service goal outcomes are maximised.
•Effective use of operational knowledge to identify efficiency and service improvement opportunities.
•Support the Resource Planning Manager by providing insight and fulfilling reporting requests.
•Work with other Contact Centre teams to create best practice workforce optimisation plans.
Skills and experience:
•Computer literacy: Highly competent user of Microsoft Office applications, specifically with advanced level Excel skills.
•Ability to work under pressure and manage competing priorities.
•Ability to handle ambiguity and make decisions with limited information.
•A highly analytical mind-set.
•Minimum GSCE maths grade (B). A-Level maths / statistics or equivalent would be an advantage, or comparable business experience in a statistics based role.
•Strong planning and organisational skills with attention to detail.
•Previous experience of contact centre forecasting techniques and approaches is essential.
•Ability to convey complex arguments in easily understood terms.
This is a permanent role paying a salary of up to £22k for the right candidate.
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