Longreach Recruitment are hiring a Contact Centre Resource Planning &Forecasting Analyst
This is an initial 12 Month Fixed Term Contract position where youll be joining a well-established and high performing Contact Centre Resource Planning team that support a growing operation delivering exceptional service to a fast-growing customer base across voice / email /web /chat channels.
Were seeking interest from contact centre experienced Resource Planners and Forecasters with a demonstrable skillset within Forecasting and Capacity Planning (excel based for creation and ongoing refinement), solid WFM experience (Nice / Verint / Genesys / Calabrio etc) and the ability to create, release and optimise Schedules to meet your predicted demand profile.
Location: London
Work Type: Hybrid 1 day per week onsite rest from home.
£38000 - £42000 (depending on experience) +Broad Benefits
Have you got what it takes to succeed The following information should be read carefully by all candidates.
Key Role Purpose & Responsibilities
* Develop accurate demand forecasts and capacity plans via Excel modelling skills / abilities.
* Refine and proactively manage the contact centre Planning and Forecasting process amending to cater for changes in shrinkage, demand, seasonality or regulatory changes.
* Create, release and optimise Schedules on a rolling basis.
* Collaborate with cross-functional teams to align resource strategies with business goals.
* Provide broad Resource Planning advice and recommendations to the business in a support and advisory capacity ( Schedule optimisation / Forecast v Actual metrics / ongoing refinement and remodelling of the Forecast to ensure all impacts are measured and accounted for)
What Experience & Abilities You Bring.
* Demonstrable experience as a contact centre Resource Planner / Forecaster
* Detailed understanding of the core metrics and inputs within the contact centre forecasting process
* Strong Excel proficiency and familiarity with Erlang methodologies.
* Experience creating, releasing and optimisation of contact centre staffing Schedules.
* Comprehensive understanding of the end-to-end resource planning cycle.
* Hands on experience with a leading contact centre WFM tool or platform
* Exceptional stakeholder management & influencing capabilities. xsngvjr
Please register your interest in theContact Centre Resource Planning &Forecasting Analystpositionby applying as directed.
Longreach Recruitment are trusted and proven UK & EMEA recruitment experts within Resource Planning & Workforce Management, Analytics, and Customer Contact