Resource Planning & Forecasting Analyst [723]
Job Description
Longreach Recruitment are recruiting a Resource Planning & Forecasting Analyst for a progressive contact centre operation supporting a European customer base in a niche industry sector.
My client is seeking an experienced contact centre resource planning professional with a demonstrable track record and ability in creating excel and erlang based short term forecasting models in a multi-channel environment. Additionally, we require hands-on knowledge of a WFM tool (ideally Verint) and a confident and articulate communication style to convey planning and forecasting outcomes to a broad operational stakeholder population
The position provides a salary between £34’000 - £36’000k + Benefits + Flexible Hybrid Working
We are offering a flexible hybrid working model of 1 or 2 days onsite in modern offices located in St. Neots
Key Role Purpose & Responsibilities
- Development, ownership, and ongoing refinement of short to mid-term forecasts and capacity plans
- Budget and cost tracking against fte / resource requirements
- Ownership of ‘variance’ tracking to ensure understanding of ‘actual v expected’ performance.
- Lead all forecasting activities providing detailed knowledge of propensity to contact, customer drivers, seasonality, and customer contact analysis.
- Support and mentor junior members of the Resource Planning team
Applicants MUST have contact centre resource planning / WFM experience and be able to demonstrate comprehensive experience in forecasting / capacity planning methodologies within excel (utilising erlang)
Key Skills & Experience Will Include
- Experienced contact centre planner or forecaster with 3+ years’ experience
- Strong capabilities in creating detailed forecast models.
- End to end Resource Planning know how.
- Hands-on user of WFM tools (ideally Verint WFM)
- Commercially aware with the ability to provide input & recommendations to the budgeting process and future demand planning cycle.
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Management, Analytics, and Customer Contact Technologies.
Follow us on Twitter: @longreachers Visit us on: www.longreachrecruitment.co.uk.
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