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- Development, ownership, and ongoing refinement of short to mid-term forecasts and capacity plans
- Budget and cost tracking against fte / resource requirements
- Ownership of 'variance' tracking to ensure understanding of 'actual v expected' performance.
- Lead all forecasting activities providing detailed knowledge of propensity to contact, customer drivers, seasonality, and customer contact analysis.
- Support and mentor junior members of the Resource Planning team
- Experienced contact centre planner or forecaster with 3+ years' experience
- Strong capabilities in creating detailed forecast models.
- End to end Resource Planning know how.
- Hands-on user of WFM tools (ideally Verint WFM)
- Commercially aware with the ability to provide input & recommendations to the budgeting process and future demand planning cycle.
Resource Planning - Leicester, United Kingdom - Longreach Recruitment
Description
Resource Planning & Forecasting Analyst [723] Job Description
Longreach Recruitment are recruiting a Resource Planning & Forecasting Analyst for a progressive contact centre operation supporting a European customer base in a niche industry sector. My client is seeking an experienced contact centre resource planning professional with a demonstrable track record and ability in creating excel and erlang based short term forecasting models in a multi-channel environment. Additionally, we require hands-on knowledge of a WFM tool (ideally Verint) and a confident and articulate communication style to convey planning and forecasting outcomes to a broad operational stakeholder population The position provides a salary between £34'000 - £36'000k + Benefits + Flexible Hybrid Working We are offering a flexible hybrid working model of 1 or 2 days onsite in modern offices located in St. Neots Key Role Purpose & Responsibilities
Applicants MUST have contact centre resource planning / WFM experience and be able to demonstrate comprehensive experience in forecasting / capacity planning methodologies within excel (utilising erlang) Key Skills & Experience Will Include
Longreach Recruitment are recruiting a Resource Planning & Forecasting Analyst for a progressive contact centre operation supporting a European customer base in a niche industry sector.My client is seeking an experienced contact centre resource pl
Forecasting & Capacity Planning Analyst Are you an experienced contact centre Resource Planning professional with comprehensive experience of creating mid to long-term Forecast models and Capacity Plans to ensure accurate future demand profiling
Registered Office:
Hawke House
Old Station Road
Loughton
Essex
IG10 4PL