Strategic Planning & Demand Manager

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

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

Skills

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

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.

Using planning and forecasting knowledge and skills to build and maintain accurate operational capacity plans

Leading a team of Demand Planning Specialists – increasing their skills in Strategic Planning; ensuring that their tactical forecasting work is fully integrated into strategic plans

Leading a team of Demand Planning Specialists – increasing their skills in Strategic Planning; ensuring that their tactical forecasting work is fully integrated into strategic plans

Gathering and analysing performance and commercial target data to inform impacts to operational resource requirements

Maintaining regular contact with business optimisation, operational and pricing teams, ensuring plans incorporate all key business developments

Identify model limitations and business inefficiencies, articulating required remedial actions to hit operational spend targets/forecasts

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.

Behaviours

Proactive approach to problem solving

Timely and accurate production of work

Ability to work on own initiative

Results focused

Professionalism

Customer focused

Ability to work under pressure

Ability to work to tight deadlines

High level of enthusiasm

Adaptable

Creative thinker