Job Description
About the Company
Aquilo recruitment are excited to be partnering with Ideal heating to recruit for an experienced forecasting and resource analyst, ideal with a background in call centres, and a number driven person, this is a new exciting opportunity in a well established market leading business.
About the Role
To increase efficiency within the contact centre by utilising all available data points to ensure we have our people at the right place at the right time, by building an evolving forecast model that encompasses contact data, product estate, weather patterns, analysis of data trends and market conditions. The outputs of this will enable our team to continue to provide excellent customer service as needed, thereby supporting the continued business growth and contact centre performance.
Responsibilities
1. Own the entire forecasting process, from creating short-term schedules to developing long-term strategic plans.
2. Build and maintain capacity and workforce models to optimize staffing and resource allocation.
3. Development of Team schedules & shift patterns accounting for demand and seasonality.
4. Use historical data analysis to generate insights and improve the accur...