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Forecasting Analyst - Digital Channels
Locations: Leicester or Bexhill (Hybrid) with expectations to be in the office approximately once per week. However, for the right candidate, there is a degree of flexibility around this.
Job Details
* Developing and owning medium to long term budget plans, working with key stakeholders to gather value adding insights as an ongoing exercise.
* Owning and developing volume forecasts covering medium-short term time periods, preparing agent facing volumes to supply stakeholders in the scheduling process.
* Developing new forecasts around total volumes to include IVR/Chat Bot/Self Served volumes to provide a full channel picture of demand.
* Working with operation and commercial colleagues to understand performance, iterating forecasts, providing insights around variance and drivers of variance.
* Communicating where one off events are observed and subsequently dismissed for forecasting purposes and developing historical tracking of events to use for future modelling.
* Developing packs to provide stakeholders with factual and relevant insights.
Skills we would love you to have
* Experience in forecasting for digital channels (within a contact centre environment) alongside a strong knowledge of telephony platforms (such as CXone, Avaya, Genesys etc.).
* Strong working knowledge and experience of different types of forecasting/planning methodologies.
* Strong stakeholder and communication skills, with analytical ability to then provide actionable insights.
What we offer
Join us and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company, and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice.
Regrettably, we are unable to offer sponsorship for this role.
Reward
Salary – Attractive salary based on experience (pay reviews also completed each year).
Flexible Working – We champion a flexible and hybrid working approach so please speak to your recruiter to discuss in more detail, including days in the office and at home.
Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March. The scheme is based on Hastings’ performance against our business goals and your own personal performance.
Physical Wellbeing – We like to help our colleagues take a proactive approach in keeping themselves well, that’s why we fund our colleagues to be able to claim against everyday health care through our healthcare cash plan.
Financial Wellbeing – As well as providing you with 4x your salary with our life assurance cover and income protection at no extra cost, pension contribution match up to 10%, we are proud to provide you with an AWARD WINNING package which includes – discounts and cashback at everyday retailers and on our own products, fee free independent mortgage advice, and free access to financial wellbeing support.
Mental Wellbeing Programme - At Hastings Direct we understand that mental health cannot be scheduled, that’s why we have a range of support to help you keep yourself well. We have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs.
There's more! – 25 days annual leave + bank holidays, with the option to buy or sell one of your contracted weeks, access to private healthcare, dental plans, discounted health assessments, cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more.
Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we’ll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.
Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.
At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, or throughout your journey with us at Hastings, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.
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