Forecasting & Planning Analyst



Salary: £25000 - £28000 per annum + Benefits

Job Reference: 888519 - 1

Consultant: Deren Zaghlul
0203 869 4549

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Company Description

Pact are pleased to be supporting this returning client who are looking for an experienced Forecasting & Planning Analyst to join their operation.

The Forecasting & Planning Analyst will be responsible for developing, monitoring and analysing workload projection functions, and forecasting workload quantity and staffing needs in a timely and accurate manner, whilst ensuring adherence to policies and procedures.

Key Responsibilities

  • Forecast workload quantity and staffing needs across the business
  • Develop, monitor and analyse workload projection functions
  • Perform modifications in the scheduling system of daily and weekly projected trends and volume
  • Monitor trending of average handling time (AHT) and real-time volume, making changes to forecast as necessary
  • Conduct analysis of historical data, requesting, gathering and reviewing data that can assist in determining special staffing needs
  • Assist in the development and maintenance of tools that will aid in ensuring staff forecasting is accurate and efficient
  • Gather and review data to project workload volume and position requirements for pending projects, communicating long-term planning objectives

Knowledge & Experience Required

  • 2 years of experience in forecasting and scheduling within a contact centre environment
  • Good working knowledge of MS Excel
  • Experience in analysing data and trends
  • Knowledge of forecasting methods and their applications
  • Understanding of contact centre planning theories (Erlang & Simulation ) and how to apply without the use of a WFM tool
  • Strong communication and team working skills
  • Able to work in a fast-paced and changing business environment

If you would like to register your interest in this opportunity with Pact, please forward you CV via the link provided. Thanks!