Forecasting & Scheduling Analyst
What you will be doing...
Under the general direction and guidance of the Forecasting & Planning Manager, our Forecasting & Scheduling Analyst is primarily responsible for supporting with the planning and forecasting of resource requirements, the effective deployment/alignment of resources through demand profiling, across a multi-site and channel operation. Working with the Real Time Analyst team to help deliver service across all areas of Customer Contact. In addition, the Forecasting & Scheduling Analyst is responsible for working with our Operational Managers, reviewing processes, making recommendations for improvement Key Responsibilities will include:- Thorough analysis of historical data and trend analysis to help formulate proactive long and short-term resource plans to ensure delivery of service levels
- Production of weekly intraday schedules, highlighting areas of concern and devising corrective actions plans
- Supporting with the decision making on change of hours/flexible working requests considering business requirements/customer impact, employee welfare and effect on attrition
- Accurately forecast weekly, daily and intraday work volumes and average handle times (AHT’s)
- Supporting with the tracking and analysis of all Contact Centre and agent performance, and be comfortable with providing commentary for all levels of management including CEO
- Confidently supporting regular forecasting and staffing review meetings with management and Real Time Analysts, detailing previous and current performance as well as forecasted performance (Short/medium & long term), while also identifying risks and solutions
- A highly analytical nature and have strong problem solving skills
- Honed collaboration skills
- Strong contact centre background and experience of contact centre/high volume metrics
- The ability to communicate to all levels up to and including CEO
- Proven tack record in data analytics
- The ability to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritise responsibilities
- Advanced Excel skills, SQL, Python and Tableau experience would be advantageous along with experience of Work Force Management systems.
What can we offer you?
- Competitive salary.
- Discretionary profit share bonus scheme
- Life Assurance at 3 times your basic salary.
- 34 days holiday entitlement per annum (pro rata for part-time hours).
- Free car parking at the airport and access to rest areas during breaks.
- Recommend a Friend scheme (£250 for successful referrals) & contributory pension scheme.
- Colleague discounts on Jet2holidays and Jet2.com holidays and flights!