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Resource Forecasting Analyst


New job

Fusion People Ltd 48000.00 British Pound . GBP Per annum

2020-01-17 06:34:07

Job location Solihull, West Midlands, United Kingdom

Job type: fulltime

Job industry: Engineering

Job description

Resource Forecasting Analyst

A leading Facilities Services business is recruiting an experienced Forecasting Analyst to be responsible for developing the approach, methodology and tools for resource forecasting and planning for a network of contact centres.

The overall job purpose is to determine and forecast the resource and space requirements for all Customer Operations teams. You will then work with other team members and the operations to ensure that shifts are aligned to customer demand and commercially viable, meeting service standards and ultimately enabling the delivery of excellent customer experience, reducing cost per transaction and ensuring they are responsive today and well-planned for the future.

You will ideally come from a contact or service centre background and have a proven track record of forecasting using MS Excel with demonstrable experience in the facilitation and production of effective and accurate capacity plans and forecasts and converting these into operational plans . You will have experience of working in a demanding and complex customer service centre environment.

We are looking for the following:
A thorough understanding of how contact centre operations work
An in-depth understanding of manual forecasting methods
Good knowledge of Workforce planning and management
Experience in managing and / or the administration of a contact management solution, including telephony routing and configuration
Ensure that commercial and financial drivers are incorporated into models and decisions
Previous examples of where you have managed the roll out of new ways of working, using project management techniques.
Experienced in business continuity planning and incident management in a contact centre environment

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