Forecasting & Resource Planning Lead
Hybrid working with at least 3 days per week onsite in Cheltenham.
Salary £45-£50K subject to skills & experience, plus a fantastic benefits package including company bonuses.
Overview
We’re looking for a forecasting and resource planning lead to deliver appropriate forecasting of activity and resources for field service, contact centre and outsourced teams, ensuring delivered levels of service match customer demand as closely as possible. The role is pivotal to achieving the two key elements of the Customer Service vision – delivering best‑in‑class customer service and service revenue against budget.
Key Responsibilities
* Capacity modelling, collaborating with Finance, Marketing, Sales and Technical teams to ensure all business inputs are considered.
* Define supply and demand forecasts for service provision across the organisation to enable accurate budget modelling, highlighting risks and opportunities for business improvement that influence the P&L.
* Anticipate workloads against key drivers such as weather, bank holidays and new product launches, ensuring all stakeholders have the right information to prioritise work and deliver service levels consistently.
* Understand all service teams KPIs to ensure appropriate resources are available in the right place at the right time to meet them.
* Create an early warning approach to business and customer risks and actively engage with relevant business units to devise plans and mitigation strategies.
* Be a key stakeholder in decisions relating to service delivery against the planned number.
* Coordinate analytic, strategic and technical resources to balance resource levels while exceeding customer expectations.
* Support input into the service budget forecast and successful adherence to KPIs that increase workflow, enhance performance management and drive improvement in the overall customer experience.
* Work closely with the Manager – Customer Services, Manager – National Field Operations, Manager – Commercial Service and Manager – Transformation and Optimisation to ensure a unified approach to delivering service excellence.
Skills & Requirements
* Effective and proven capability to resource plan and forecast in a service‑focused environment.
* Ability to influence and confidently communicate with all levels of internal and external stakeholders.
* Exceptional strategic and sustainable thinking in the company’s interests.
* Strong relationship‑building skills and ability to manage group and interpersonal situations.
* Strong communication skills demonstrating transparency and soliciting involvement of others.
* Analytical skills to grasp complex issues and extract key information to drive decision‑making.
* Inquisitive nature and well‑organised.
* Minimum three years of resource planning and forecasting experience (including field service).
* Computer literacy: Microsoft Outlook, Word and advanced Excel, CRM and Salesforce.
* Experience with workforce management tools and database management.
* Commercial acumen with awareness of cost drivers and potential impacts across all business functions.
Benefits
We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation.
Diversity and Inclusion
Kohler Mira is committed to diversity and inclusion to drive our business results and create a better future every day for our diverse associates, consumers, partners, and global communities. As an equal opportunities employer, it is Kohler Mira’s policy to recruit, hire, and promote qualified people in all job classifications without prejudice. If, as an individual with a disability, you require adjustments during the recruitment process, please contact talentacquisitionuk@kohler.com.
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