Insight & Forecast Analyst (Full Time, Permanent Position)
Bristol and Leeds (Hybrid)
Let's make the most of your talent
About us
At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.
What you'll be doing
This role is responsible for Forecasting & Planning of our customer service agents. The role is focused around accurately forecasting customer service work volumes and planning resources required for successful interaction with our customers.
You’ll play a key role in driving continuous improvement, recommending, and implementing agreed changes to enhance our planning processes.
* Undertaking regular trend analysis and data interrogation, making recommendations to drive improvement across the business
* Producing regular MI reports and dashboards that will aid business improvement
* Proactively managing key stakeholders, ensuring operational needs are exceeded
* Acting as a liaison point between Operations, Product and Marketing teams and the Resource Planning teams ensuring activity is taken into account in all resource models.
* Delivering Long term resource planning data to Operations managers according to the established timetable. Communicate with stakeholders to ensure operations are fully aware of business and advisor requirements and staffing gaps.
* Managing budget preparation and in year budget performance for the Operation
* Working closely with HR to ensure accurate and efficient resourcing model is in place and providing strong pipeline to meet forecast needs
* Delivering and maintaining accurate workload forecast, provide accurate and timely analysis to shed light on developing issues
* Building and maintaining relationships with key stakeholders that have information relating to contact impact – monitoring this impact and feeding into forecast intelligence as well as reporting for future learning.
* Identifying through analysis of trends and variation risks to performance and implement action to remove risk
* Improving productivity and accuracy within the WFM environment and maintain and develop Resource planning tools in line with EUDA guidelines.
* Contributing to a culture of continuous improvement, striving to achieve a ‘best’ in class Resource & Planning function
What we're looking for
* Operational performance
* Contact volume forecasting
* Forecasting resource availability
* Schedules & Shrinkage management
* Skills strategy
* Strong Stakeholder Management
* Knowledge of Machine Learning models is preferable but not essential
Hours: 35 hours
Closing Date: TBC
What we offer in return:
We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Our core benefits include:
* 9% employer contributed pension
* 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
* Additional optional Health and Dental insurance
* Up to 10% annual bonus
* EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.
* 25 days annual leave, increasing each year up to a maximum of 28
* Buy as you earn share scheme
* Employee discounts and cashback
* Plus many more!
There’s no-one else like you. No-one with the exact same mix of strengths, quirks, skills and thoughts. That’s why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be.
We’re proud of who we are, of what we do, and what every single one of us brings.
Join us. Help us keep innovating and putting customers at the heart of everything. To be an insurance company of the future. When we work together, we can all achieve great things. Inspiring, challenging, and supporting each other to aim higher.
Together we’re one of a kind.
Ways of Working
Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you.
Being yourself
Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.
We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.
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