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Job Description
Forecasting & Capacity Planning Analyst
Are you an experienced contact centre Resource Planning professional with comprehensive experience of creating mid to long-term Forecast models and Capacity Plans to ensure accurate future demand profiling that optimises staff utilisation? If so, and you have broad experience of the end-to-end planning cycle this could be your ideal new career opportunity.
My client offers a hybrid model of working located in their Essex based operation, the opening couple of months will be 3-4 days onsite to cater for induction, training and gaining business insights, then will revert to 3 onsite and 2 from home.
The commencing salary available is £40’000 - £45’000 (DOE) + Bonus + Broad Corporate Benefits
Required: Advanced Excel, Comprehensive Forecast modelling skills, WFM knowledge, strong contact centre resource planning experience
Key Role Purpose & Responsibilities
What Have You Done Before? What Do You Need to Demonstrate?
You’ll be an experienced contact centre Resource Planning professional with a demonstrable track record of owning the forecasting and capacity planning process. Technically you’ll possess advanced excel skills for modelling and will have prior experience of using a WFM tool.
You’ll like to work autonomously and enjoy having the responsibility to articulate your tactical and strategic recommendations regarding future staffing levels and predicted demand volumes to a broad senior stakeholder audience.
Key Skills & Experience Will Include
Please register your interest in the Forecasting & Capacity Planning Analyst position by applying as directed.
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & WFM, Analytics, and Customer Communication Technologies.
Are you an experienced contact centre Resource Planning professional with comprehensive experience of creating mid to long-term Forecast models and Capacity Plans to ensure accurate future demand profiling that optimises staff utilisation? If so, and you have broad experience of the end-to-end planning cycle this could be your ideal new career opportunity.
My client offers a hybrid model of working located in their Essex based operation, the opening couple of months will be 3-4 days onsite to cater for induction, training and gaining business insights, then will revert to 3 onsite and 2 from home.
The commencing salary available is £40’000 - £45’000 (DOE) + Bonus + Broad Corporate Benefits
Required: Advanced Excel, Comprehensive Forecast modelling skills, WFM knowledge, strong contact centre resource planning experience
Key Role Purpose & Responsibilities
- Develop and maintain medium to long-term (3-18 month) forecasts for all areas and channels.
- Creation, development, and refinement of the Capacity Planning models with close liaison with recruitment to ensure sufficient staffing levels are available whilst minimising over / under staffing.
- Proactively engage with operations, marketing, and HR function to capture data required for application to the forecast, ensuring accurate resourcing levels to meet demand.
- Effective review of forecast accuracy again the actual performance; communicating results & offering effective recommendations for improvement
- Ensure core KPI’s are met via effective resource planning (ASA / abandon rates / FCR / AHT)
- Creation and delivery of key KPI / Performance MI reporting (Excel and PowerBI / Tableau)
What Have You Done Before? What Do You Need to Demonstrate?
You’ll be an experienced contact centre Resource Planning professional with a demonstrable track record of owning the forecasting and capacity planning process. Technically you’ll possess advanced excel skills for modelling and will have prior experience of using a WFM tool.
You’ll like to work autonomously and enjoy having the responsibility to articulate your tactical and strategic recommendations regarding future staffing levels and predicted demand volumes to a broad senior stakeholder audience.
Key Skills & Experience Will Include
- Comprehensive call forecasting experience within a contact centre setting
- Ability to create accurate and detailed Capacity Plans and Models
- Results focussed with the ability to prioritise and meet deadlines.
- Experience of utilising a WFM tool and broad appreciation of the end-to-end resource planning processes.
- Concise, professional, and effective interpersonal and communication abilities
- Effective Reporting / MI production skills - experience with either Tableau or PowerBI is desirable.
- Compelling communication and presentation skills to senior audiences & stakeholders
Please register your interest in the Forecasting & Capacity Planning Analyst position by applying as directed.
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & WFM, Analytics, and Customer Communication Technologies.
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