This role will sit within the Forecasting & Planning team who support the entire contact centre and back office with planning shift patterns and management. The role will include a close relationship with the Operations Managers to maximize performance at all levels.
As a Senior Planning & Forecasting Analyst you will possess a high level of experience in operational planning and a level 3 qualification in Excel, you will also ideally have a working knowledge of Microsoft Access and SQL. You will have a high level of accuracy, excellent stakeholder management skills and have a clear understanding of TCF.
What you will be doing
Supporting continuous contact centre improvement and using data to make recommendations.
Gather and analyze a broad range of data to develop insight and conclusions to influence staffing and resource utilization plans that will maximize business performance. Support continuous Contact Centre improvement.
Monitor efficiencies to support the contact centre performance to ensure targets are hit
Provide feedback to managers to help them manage and support their teams
Use WFM and CMS systems to help provide critical MI to ensure effective operational oversight and management.
Help to develop and support ongoing maintenance of workforce management (WFM) planning processes for multiple Contact Centre teams across the business.
Create call volume forecasts and monitor performance against forecast, continued development of the forecasting model to improve accuracy.
Update Work Force Management (WFM) on a daily basis with information relating to staff availability and workload demand. Ensure impact on the daily and weekly plan is fully understood and minimised.
Produce monthly rotas and schedules for staff, using appropriate systems, skills and knowledge to meet customer demand, whilst taking account of individual preferences and agreements.
Utilise the Speech Analytics software to work with managers to identify and categorise the calls being received into the contact centre. So that further investigation and analysis can be undertaken within the business.
What you will need
Good Interpersonal skills
Excellent Decision Making & Judgement skills
Adapting & Coping skills
Excellent People management skills
Good stakeholder management skills
Good Planning and organising skills
The ability to Problem solve