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
Current vacancies
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