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 - £36,000 + 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.
What Have You Done Before? What Do You Need to Demonstrate?
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.
Please register your interest in the Resource Planning & Forecasting Analyst position by applying as directed.
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Management, Analytics, and Customer Contact Technologies. #J-18808-Ljbffr