Forecast & Resource Planning Analyst
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Sector:
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Job type:
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Salary:
£28000 - £30000 per annum + £2000 annual bonus
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Contact:
Katy
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Contact email:
katy.harland@brookstreet.co.uk
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Job ref:
HUL/10810_1602519298
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Published:
over 3 years ago
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Expiry date:
23/11/2020
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Startdate:
ASAP
Job Description
Job Title - Forecast & Resource Planning Analyst
Location - Barton - Upon - Humber
Salary - Competitive salary with bonus available
We are looking for an experienced Planning Analyst who has worked within a Customer Service department ideally. You will be reporting directly to the Senior Customer Operations Manager. Please see key responsibilities and experience we require below, for this opportunity.
Key Responsibilities;
- Creating volume forecasts across all contact channels
- Working with Historic data to predict intraday demand
- Delivering weekly resource plans to Senior Managers
- Handle times and services from data given, along with business forecasting.
- Highlight trends to senior management
- Create accurate CS shift schedules ensuring that shifts are planned to meet the sites forecast requirements
- Monitor staffing levels against the plans and take in relevant corrective actions, overtime, cross skill support, shift changes etc.
- Effectively plan and monitor CS schedule
- Monitor Average Handing time, AUX and CS productivity, escalating any areas which need development.
Experience required:
- Excellent stakeholder engagement and management skills
- Experience in workforce management
- Ability to communication at both a technical and non technical level
- Advanced Excel skills and proven track record of this
- Experience in large amounts of Data - Data Analysis
- Excellent planning, time and project management skills, with proven track record
- Experience in finding solutions and designing improved methods in systems and processes
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