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