people using computers in an office

Planning Specialists

Knowledge

4 years planning experience in forecasting and scheduling

Experience in developing and implementing new methodologies driving understanding through the business

IEX/ WFM experience

Excel – Advanced level

Avaya/CCM client or similar

Database interrogation skills an advantage

Ensure that company guidelines, code of practise, and principles, are adhered to at all times. Raise any concerns with Line Manager as appropriate

Use expert knowledge of call centre performance metrics to oversee performance reports and team data repository

Assisting and supporting the business in instilling a compliance culture, complying at all times with FCA requirements and complying with any other relevant legislation e.g. the data protection act.

Skills

High analytical skills able to identify key trends and impact assess changing variables

Support Demand and Strategic Planning Manager to create accurate demand forecasts, understand movements in key contact centre metrics, and model the impact of demand on operational resource requirements

Use understanding of strategic plans and current performance to produce effective tactical forecasts in IEX WFM and work collaboratively with Planning colleagues to ensure these demand forecasts form the basis of highly accurate resource plans

Develop understanding of impact of transformation and change initiatives on resource position and ensure these are accounted for in future demand forecasts. Build models using erlang calculators that support the cost/benefit analysis of proposed business changes

Articulate current state and movements in operational resource position to key operational and business stakeholders

Work alongside Demand and Strategic Planning Manager, supporting strategic objectives through effective demand forecasting process.

Deliver meaningful insight into call centre performance by interpreting operational MI, identifying data anomalies, patterns, KPI relationships and trends, using this insight to inform high quality forecasts

Work collaboratively with Atlanta planning colleagues, maintaining consolidated planning approach in conjunction with the Atlanta Planning Target Operating Model and Values

Challenge what you consider to be poor practise, raising any challenges with Line Manager – and articulate ideas in appropriate forums

Behaviours

Proactive approach to problem solving

Timely and accurate production of work

Ability to work on own initiative

Ability to demonstrate results to reflect both quality delivery as well as the ability to plan for and accommodate high and sometimes inconsistent volumes of calls.

Able to positively influence direct line reports, planning colleagues and operational managers

Ability to work under pressure

Ability to work to tight deadlines

High level of enthusiasm

Adaptable

Creative thinker

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Current vacancies