Are you a seasoned forecasting expert with a passion for optimising resource planning in a dynamic multi-site environment? Our client is seeking a highly skilled Senior Forecasting and Resource Planning Analyst to join their team expanding teams based in London. In this role, you will play a crucial part in ensuring the efficiency and effectiveness of the operations, contributing to the seamless delivery to their valued customers.
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 Resource Planning positions!
Job Summary
As a Senior Resource Planning Analyst, you will capture and analyse business data to adjust resource levels, optimise operational Capacity Plans, and create recruitment and training plans based on staffing needs and budget. Monitoring and improving forecast accuracy, planning off-phone activities and holiday schedules, and identifying opportunities to reduce resource wastage will be key aspects of your role.
Your role
You'll evaluate, test, and monitor the effectiveness of automated performance and capacity measurement tools, making sure they align with their goals. Investigating technological capacity and modeling requirements will be a critical aspect of your work to ensure resources are optimised without excess. Moreover, you'll review performance and provide recommendations for improvements to senior management.
About you
To excel in this role, you should possess a strong call centre forecasting background be proficient in data analysis, familiarity with workforce management tools (WFM), and have strong problem-solving skills are essential - if any of this needs explaining this role is probably not for you.
Some bullet points about you:
-
Experience in Contact Centre Forecasting
-
Strong commercial awareness and understanding of impacts on financial performance
-
Proven stakeholder management exposure at all levels, demonstrating influence and communication skills