Forecasting Analyst (Contact Centre)

£30k - £34k + Benefits
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Are you a skilled Forecasting Analyst and ready to take on your next WFM challenge in 2023? How does working for a global business as they look to expand their teams as part of an ongoing digital transformation project? 

If the above sounds like you read on! If you are not, then check out our other jobs – we are also looking for people in other WFM & Resource Planning positions!


Job Summary

Our client’s WFM team has recently grown and with that growth comes the need for a new Forecasting Analyst which is where you come in. This business supports a large remit of customers across Europe and is now investing heavily in its Workforce Planning function. The business continues to lead the way as an industry leader in their respected field and there is a huge opportunity for someone joining the business to further their career and have a real impact on their success.


Your role

As the Forecasting Analyst, you'll create and manage short to long-term forecasts for call & non-call workloads across Omni channels, monitoring drivers against business change & developing models to improve accuracy. You'll actively manage and develop the Workforce Management tool ensuring it is fit for purpose and provides best practice input and output.


About you

We're looking for a seasoned Resource Planning Analyst ideally with some experience working in an Omni-Channel Contact Centre operation and is able to Forecast with/without a WFM tool (extra points if you have experience working with NICE IEX TotalView), and have been great at it and all that being a Forecasting Analyst involves –if it needs explaining then this is probably not for you.


Some bullet points about you:

  • At least 3 years experience in a Contact Centre Resource Planning role 

  • Excellent Excel and Analytical skills 

  • Strong commercial awareness and understanding of impacts on financial performance

  • Proven stakeholder management exposure at all levels, demonstrating influence and communication skills 


How to Apply?

If all of this sounds like you then click on the apply button or if you want to learn more before that then contact us and make it for the attention of John who will answer any questions that you might have!