Forecasting Analyst

Our Client who are one of the largest Facilities Maintenance and Construction firms in Europe are currently looking to recruit a Forcasting / Planning Analyst to join their team at the companies Head Quarters in the Midlands.

Purpose of the role:

To be responsible for developing the approach, methodology and tools for resource forecasting and planning for the Customer Operations workforce across a network of sites an to determine and forecast the resource and space requirements for all Customer Operations teams.


  • Develop approach, methodology and tools to forecast resource requirements across teams and work types to meet customer demand and service levels
  • Manage and develop CXC to meet customer service requirements and Customer Operations needs to enhance and manage the customer experience , including telephony routing and configuration
  • Lead the development of bid resourcing for Customer Operations, modelling resourcing solutions against customer needs with and adhering to commercial requirements and the Customer Operations operating model
  • Work with operational teams and planning to define and communicate the operational plan to deliver against the forecast, including resource capacity and rota schedules, ensuring service levels are met and appropriate level of contingency, coaching, 1-2-1 time is available
  • Work with the operations and the performance analyst to identify opportunities to improve metrics and productivity
  • Build and nurture relationships across resource planning and the customer operations network, working collaboratively and using information and insight to inform forecasts and plans
  • Provide reporting and progress updates at regular intervals, including to the Customer Operations SLT (senior leadership team)
  • Support the development of the strategy and approach that will enable planning for future demand, meeting growth and channel shifts, and expectations over the next 5 years including the creation of new and innovative forecast and capacity models
  • Enhance usage of CXC contact management technology for forecasting and planning, including the use and development of effective workforce management software (QMAX WFM) and potential procurement / leverage of other CXC features across Customer Operations
  • Identify, escalate and manage risks and opportunities to the customer and operations
  • Have a continuous improvement mind-set; review methods of working, effectiveness of working practices and encourage evolution and innovation in order to maximise commercial profitability through continuous improvement

The candidate:

  • A thorough understanding of how contact centre operations work
  • An in-depth understanding of manual forecasting methods
  • Good knowledge of Workforce planning and management
  • Experience in managing and / or the administration of a contact management solution, including telephony routing and configuration
  • Ensure that commercial and financial drivers are incorporated into models and decisions
  • Strong communication, collaboration and influencing skills to work at all levels from Director to Agent
  • Previous examples of where you have managed the roll out of new ways of working, using project management techniques.
  • Experienced in business continuity planning and incident management in a contact centre environment
  • The ability to explain complex information in an easy to understand manner
  • Knowledge and experience of project management approaches, such as PRINCE2, would be an advantage

Should this role be of any interest to you please apply online with your CV or call Jamie on 01745 772218

Job Type Permanent Part Time
Location Solihull
Sector Administration
Start Date 14th January 2020
Advertiser remoteapi
Job Ref Forecast

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