Job description

Are you an experienced Forecasting and Scheduling Analyst?

Do you thrive within fast-paced environments capacity planning and ensuring accuracy in all schedules?

If you answered yes to both of those questions, this could be the next ideal role for you!

The Forecasting and Scheduling Analyst will be responsible for making sure staffing within the business is optimised and delivered across multiple client campaigns. The successful candidate will be required to work with complex capacity and forecasting models, build engaging schedule patterns to fit customer demand and utilise the WFM platform to manage and report on headcount to the wider business.

Key Responsibilities:

• Daily, weekly, monthly and yearly forecasts for a variety of different business lines and customers.
• Model complex forecast and headcount scenarios using a variety of techniques including Erlang.
• Project staffing and recruitment requirements.
• Develop effective schedules that consistently meet the needs of the client(s).
• Schedule offline activities mitigating impacts to operational delivery.
• Review and process schedule change requests.
• WFM maintenance and updates.
• Manage staff holiday balances and bookings.
• Produce reporting and analysis of key impacts to staffing levels.

Competencies

• Advanced MS Excel skills.
• Able to deliver complex information in a simplistic manner.
• Proactive and organised approach to tasks.
• A self-starter, able to work on own initiative.
• Knowledge of forecasting techniques is desirable.

Experience

• Proven analytical planning experience.
• Experience of working in a blended, multi-channel operation.
• Experience of working on a WFM system, such as NICE.
• Contact centre experience is essential

We Offer:   

In return for your hard work, you will receive a great deal of recognition for your work, but we also offer several tangible benefits such as:  

• The opportunity to gain further qualifications through external training 
• Excellent career progression and training opportunities 
• Employee pension  
• A great working environment with a fantastic team of people 
• Working from home permanently with monthly allowance
• Reward and recognition programme

Hours: 40 hrs per week, Monday to Friday. Some weekend work may be required.

Job Types: Full-time, Permanent

Salary: £22,000.00-£26,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Referral programme
• Wellness programme
• Work from home

Schedule:

• 8 hour shift

Work Location: Remote

Expected start date: 10/10/2022

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