Planning Analyst - Customer Experience

Your new role

• Produce forecasts and resource plans for specific business areas to assist in the delivery of departmental targets.
• Develop and effectively utilise bespoke planning and forecasting models to ensure that departments can achieve their KPIs in the most cost-effective manner.
• Maintain and operate workflow systems for forecasting and scheduling purposes.
• Analysis of various Contact Centre metrics and trends to continuously improve the plans and forecasts.

What you''ll need to succeed

• Experience of Resource Planning and Demand Modelling
• Experience of working with and influencing key stakeholders in an organisation to help deliver effective plans
• Experience of operating and maintaining Telephony & WFM/WFO systems
• Ability to develop forecast models for a multichannel contact centre environment.
• Good knowledge of Microsoft Excel
• Proven track record of delivering effective resource planning
• Ability to communicate insights and meaning to all levels of seniority in a way which delivers the message clearly and succinctly.
• The ability to identify and highlight potential future issues that could impact the business and propose mitigation to avoid them.

What you''ll get in return

• 25 days annual leave plus bank holidays
• Buy annual leave
• Pension Scheme
• Free eye tests
• On-site parking

What you need to do now
If you''re interested in this role, click ''apply now'' to forward an up-to-date copy of your CV, or call us now.
If this job isn''t quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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