Job Description
Forecast, Planning and Performance Manager
Location: Epsom/Hybrid | Business Service Capacity | Permanent | Full-Time
Salary: Competitive, depending on experience
Hours: 37.5 hours per week
About Nuffield Health
Nuffield Health is a charity dedicated to building a healthier nation through hospitals, leisure facilities, and community programmes. We are committed to quality and wellbeing, starting with passionate individuals like you.
Role Overview
As a Forecast, Planning and Performance Manager, you will bring advanced forecasting expertise, including manual forecasting with Excel models and Erlang formulas. You will understand resource load balancing in contact channels, link forecasts to financial impacts, and be proficient with Contact Centre technologies such as Cxone and Calabrio.
You will possess strong commercial and financial awareness, translating forecasting data into financial impacts and understanding how KPIs influence business performance. Your communication, analytical skills, and attention to detail will help enhance customer experience.
Key Responsibilities
* Accountable for Business Services forecasts, considering capacity for people, systems, and infrastructure in both front and back office.
* Incorporate planned and proposed changes into budgets and operational plans.
* Operationalize forecasts into resource plans supporting business needs.
* Coordinate resources, service levels, future planning, revenue targets, and performance optimization.
* Lead and develop the team to improve agent performance through process enhancements.
* Develop management information and dashboards for performance monitoring.
* Review pipeline activities and plan resources for future projects and contract mobilization.
* Maintain contact with senior stakeholders to address forecast and performance impacts.
* Drive contact centre performance to deliver exceptional customer service.
Benefits
We offer a benefits package including free gym membership, health assessments, retail discounts, and pension options, designed to support your health and wellbeing.
Application Process
If interested, apply now. We review applications as received and may close the advert early if we receive high volume. Apply promptly to be considered.
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