Contact Centre Forecasting & Planning Analyst

Job Type Call Centres
Region Northern England
Location Didsbury
Preferred Hours Full Time
Partnership Level
Closing Date 28/11/2019
Vacancy Type
Salary £25,900 - £35,000
Salary Frequency per annum
Hours of Work
35 hours Monday to Friday,
Start and finish times to fit within business hours 8am - 6pm

We have a number of different ways to work flexibly so at your interview feel free to talk about what flexibility means to you. There are no guarantees, however, it may open the door to not only a new role but a new way of working.

Duties & Responsibilities

To support the Customer Contact Leadership team in the delivery of it's strategic goals across inhouse and outsourced operations within an annual budget of c.£60m. Responsible for creating and maintaining accurate forecasting models to meet customer demand within a multi site (both on shore and off shore), omni channel environment. To be delivered by analysing and interpreting a high volume of complex customer demand data, sales forecasts and business intelligence. Formulate, agree and track planning metrics to facilitate operational delivery of KPIs. Develop robust inhouse and outsource operational and recruitment plans to manage resource levels across an estate of up to 2,500 FTE. To aid the Senior Planner, In House Planning Manager and Outsource Planning manager in the production of budgets and to enable the Customer Contact leadership team to achieve budget costs and drive efficiency across the estate.

Job Requirements

The requirements for this role include but are not limited to:

- Develop and maintain omni channel capacity planning model(s) that support current and future business needs
- Maintain accurate data and provide meaningful analysis to achieve operational and departmental objectives
- Deliver effective demand and recruitment plans across multiple sites

Please see the attached job description for full detail relating to this role.

Required essential experience skills and qualifications

- Advanced Microsoft Excel knowledge
- Advanced data manipulation and analytical skills. Experience working within a data intensive organisation, ideally within retail, or an environment in which significant volumes of customer data are regularly used to drive insight.
- Good understanding of capacity planning and resource planning models and best practice.
- Experience of working in Performance management, analytics and/or reporting environment within a multi-functional, multi-contact environment
- Resource modelling design / implementation
- Strong communication skills: verbal, written report and presentation skills.
- Ability to work in a sufficiently agile manner to reflect the changing demands that exist within a modern contact handling environment.

Required desirable experience skills and qualifications

- VBA knowledge
- Workforce management system knowledge
- Financial measures and reporting
- Statistical analysis
- Good understanding of John Lewis operational processes and systems
Please click here to view full job description  


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