Our client, an award-winning financial services organisation, is seeking a Planning & Forecast Analyst to join their performance team. The Planning & Forecast Analyst will be responsible for producing accurate and timely workforce management (WFM) forecasts ranging from short-term tactical to long-term strategic plans.
Key Responsibilities for the Planning & Forecast Analyst
Planning and forecasting Short-long term strategic plans for Multi-site Contact Centres
Forecasting, reporting, analysis and making key decisions, our 5-year financial plan will thrive with your input
Providing forecasts on time with accurate information meeting the recipients’ expectations
Management of two real-time analysts
Analysis of top line planned vs actual call volumes
Providing reporting on headcount and FTE levels including variance to budget
Key Skills for the Planning & Forecast Analyst
Experience of working in large multi-skilled call centre environments
Management experience essential
Use of WFM tools to produce call forecasting information
Flexible thinker who is able to quickly adapt to changes in arrival volumes and patterns
Load balancing and blending of call centre resource across product lines and call centres
Analytical and logical thinker with the ability to apply creative solutions to resource constraints
Experience of managing resources to a controlled and defined budget
Key Benefits:
Hybrid working (1 day in the office per week)
Pension 6% employer contribution
Bonus 10%
25 days holiday
Life assurance
Private medical
Please apply as directed!