Our customer service is award-winning. And there’s a reason for that. As Partners, we all understand that only we can make our business a success. So it’s a pleasure to go the extra mile knowing we’re the ones who’ll be rewarded for our efforts. This is why we like to make sure our customers are looked after every step of the way. In-store, online or via channels such as phone, email, chat & social media at any of our modern contact centres.
We have some exciting new permanent and secondment roles in our John Lewis Contact Centres. As a Forecasting Planner, you will be responsible for creating and maintaining accurate robust forecasts for monthly, weekly and daily volumes for the customer contact operation. You will report into the Forecasting and Scheduling Manager, playing a vital role in ensuring that the Partnership is forecasting effectively to deliver Customer Care activity in line with agreed KPIs and contact centric metrics
This is a highly dynamic role and will play a critical part in influencing the accuracy of Partner schedules which in turn will influence the intra-day performance of the contact centre operation, ensuring service levels are maintained. The outputs of your work are critical to ensuring that service levels are not negatively impacted.
What will you be doing?
Taking ownership to continuously review, evaluate and optimise the forecasts within a constantly changing environment with changing priorities. Using your deep knowledge of business influencers from across the Partnership (eg Logistics, fulfillment operations) and the operating model across Customer Care to allow you to inform effective decision making.
Use your analytical skills to convert the monthly volumes forecasts into weekly and daily volumes forecasts.by extracting, analysing and interpreting a high volume of complex raw data in multiple formats from both internal and external sources
Track supply variables and include this data in forecasts to build an accurate picture of future activity. You will track and analyse actual performance to assess the accuracy of forecast figures. You will monitor actual Partner performance against forecast metrics and review forecast assumptions and revise plans accordingly.
Hold responsibility for shrinkage planning and be required to work in a sufficiently agile way to ensure forecasts are replanned/reforecasted in line with changing needs.
Work with key internal stakeholders from across the business (at all levels) taking inputs from various parts of the planning cycle to agree forecast figures and the lockdown process for scheduling. During the lockdown process, you will work with Operational Leads to agree whether the forecast achieves service levels and no further changes will be made.
If you would like to view the job outline for this role please copy and paste the following link into your browser: shorturl.at/coZ07
What you'll have
Experience in capacity planning and resource planning models and best practice
Advanced knowledge of Microsoft Excel and google sheets
Experience of analysing data & insight - producing reports, trend analysis and recommendations derived from complex raw data.
Experience which demonstrates effective stakeholder management - internal
What else could you bring?
Experience of working in a sufficiently agile manner to reflect the changing demands that exist within a modern contact centre environment.
Experience which demonstrates the ability to engage, inspire and motivate through effective written and verbal communication
Candidates will also be asked upon job offer to choose their home location from one of the following list: Didsbury, Hamilton, Victoria or Bracknell.
As a business we encourage flexible working. 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, examples of how our Partners already work flexibly include part-time, job share, home working and compressed hours.
We positively celebrate Diversity & Inclusion in the John Lewis Partnership. Our aim is to become the UK’s most inclusive business - for our Partners and for our customers, reflecting and connecting with the diverse communities that we serve. We want people from all walks of life to feel valued for their individuality, thrive in our business and share a sense of belonging. To find out more about D&I in the John Lewis Partnership click here. https://www.jlpjobs.com/about/diversityandinclusion/
We positively celebrate Diversity & Inclusion in the John Lewis Partnership. Our aim is to become the UK’s most inclusive business - for our Partners and for our customers, reflecting and connecting with the diverse communities that we serve. We want people from all walks of life to feel valued for their individuality, thrive in our business and share a sense of belonging. To find out more about D&I in the John Lewis Partnership click here - https://www.jlpjobs.com/about/diversityandinclusion/