Resource Planning & Forecasting Analyst

Recruiter
Longreach Recruitment
Location
Cardiff
Salary
From £28,000 to £32,000 per annum + Exceptional Benefits Package
Posted
19 Jun 2019
Closes
29 Jun 2019
Ref
1170613235
We’re recruiting an experienced contact centre Resource Planning and Forecasting Analyst for a well-established and well-regarded organisation based in South Wales. The organisation is focused on exemplary customer service and prides itself on its employee centric approach to delivering first class customer interactions. The Planning team is expanding in scope throughout the business and now requires an additional Resource Planning Analyst with a demonstrable track record of contact centre scheduling, resource planning and ideally a competent level of forecast experience (both within WFM tools and / or excel) The role provides ample scope for further professional and technical development within a supportive and proactive team environment, the salary range for this Resource Planning & Forecasting Analyst position is £28 - £32’000 with a superb corporate benefits package including onsite staff parking. Key Purpose & Responsibilities of the Resource Planning & Forecasting Analyst To develop and enhance planning & forecasting models to ensure business units are able to achieve KPI and SLA targets in the most effective and efficient manner Collaborate with business units to provide detailed and appropriate resource plans to ensure adequate staffing levels are aligned to forecast customer demand Analyse diverse data sets in order to forecast future trends and provide appropriate advice and remedial actions Work with both telephony and WFM platforms to investigate customer contact channels, purpose of contact and how to improve customer interaction and advisor effectiveness Prepare and present performance information and reports to senior stakeholders Play an active in role in the engagement between resource planning and operational departments. What Have you Done Before? What Do you Need to Demonstrate? Interested candidates to the Resource Planning & Forecasting Analyst position must been able to demonstrate; Contact centre gained Resource Planning experience with some hands-on forecasting abilities Demonstrable, hands-on experience with a leading WFM platform Effective communication and relationship management skills; with the ability to convey planning and numerical based messages to non-technical audiences Experience of building forecast models within excel (erlang experience if beneficial) or solid capability of building out forecast plans within a WFM application Good knowledge of supporting contact centre tech’ (ACD / IVR etc) Please register your interest in the Resource Planning & Forecasting Analyst position by applying as directed. Longreach Recruitment are trusted and proven recruiters within Resource Planning & Workforce Optimisation, Data Analytics and Customer Communication Technologies Follow us on Twitter: longreachersVisit us on: www.longreachrecruitment.co.uk This job was originally posted as www.totaljobs.com/job/86733581

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