Salary - £43994
Work Type - Onsite
Job Location - Lingley Mere (UU), Lingley Green Avenue, Great Sankey, Warrington, WA5 3LP
Role Type - Permanent
Employment Type - Full Time
United Utilities’ (UU) purpose is to deliver great water for a stronger, greener and healthier North West of England. We are committed to providing our services in a way that respects the environment, supports the economy, and benefits society.
We value diversity, inclusion and innovation in our workplace, and we foster a culture where our people can grow, excel, and be themselves.
We uphold our ethics, values and business model to fulfil our mission and, by setting clear goals and objectives, we create sustainable long-term value for our colleagues, customers and communities. Whether you work with a team that shares your vision or join a network of peers with similar interests, you will find a welcoming and supportive organisation to be part of.
We’ve got a lot to offer. You’ll be part of a thriving FTSE 100 company and will enjoy a range of core benefits that reflect your value and value contribution.
Benefits
* A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
* A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover
* Up to 7.5% performance-related bonus scheme, as well as recognition awards for outstanding achievements
* A comprehensive healthcare plan through our company-funded scheme
* MyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions
* Best Doctors
* Salary Finance
* Wealth at Work courses
* Deals and discounts
* EVolve Car Scheme
* Employee Assistance Plan
* Mental health first aiders
* ShareBuy
* MORE Choices flexible benefits
* Enhanced parental leave schemes
Job Purpose
The Forecasting and Planning Lead will be an individual with experience in Contact Centre resource planning, who possesses a clear understanding of Contact Centre dynamics and excellent communication skills. We are looking for someone who can demonstrate an advanced level of skill across a variety of resource planning tasks, business modelling, planning/reviewing, along with exceptional analytical & stakeholder management skills.
Job Accountabilities
* Planning and monitoring the operational performance to ensure that Domestic Retail meet their objectives for managing customer contact
* Present innovative resource solutions concisely and effectively to Senior Management
* Creating and developing standardised Capacity Plans, including tracking the productivity and performance figures for all departments within Domestic Retail
* Be proactive in highlighting opportunities to enhance operational efficiency
* Communicate effectively with Senior Management and effectively influence key decision-makers on all resource planning issues
* Provide added value contact centre information, to enable operational managers to make effective decisions
* Question effectively when collating the data that is required to produce cost effective resource models
* Be innovative in making cost effective recommendations
* Understand the Customer Services contact handling strategy
* Build and own the forecasting models within Domestic Retail and work with key stakeholders to include all variables into the forecasting model
* Create mechanism for ensuring that the forecasting model continues to iterate and improve in terms of accuracy
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