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3 months ago
TSRN
Salary: £25k - £30k
Location: Essex, London, South East London, Middlesex
Job type: Permanent
Employment Type: All
Contact: Frazer Sneddon
Sector: IT
Category: Market Analyst Jobs, Research and Analytics Jobs, Analysis Jobs

Scheduling & Forecasting Analyst required for a leading UK-based price comparison service and switching website. The site allows consumers to compare prices for a range of energy services.

 

This is a Permanent position with a salary of circa £25k -£30k dependent on experience, plus additional benefits including Private Medical Insurance, Company Pension, Annual Bonus and flexible working hours.

 

Job Title: Scheduling & Forecasting Analyst

 

Package: Circa £25k - £30k DOE with some flexibility + bonus + additional benefits.

 

Central London

 

Job description: 

 

Scheduling & Forecasting Analyst

 

This is a great opportunity to join the team behind one of the UK’s leading Energy comparison websites. The success of the business to date can be attributed to a hardworking and enthusiastic team as well as a proven business model and continual innovation, where hard work is always recognized, appreciated and rewarded.

The Role

·       You will work closely with Head of Customer Service and Management team, producing 3 and 6 month resource and business forecasts, analysing Data to identify trends, opportunities,  problems or exceptions, to ensure workforce and resource allocation is optimised profitably.

 

·       Responsible for balancing efficiency with optimum service delivery by using precedent data and experience to build accurate, outcome focused schedules for our Sales and Service teams, both in house and outsourced, online and offline, that are built out in advance but are also reactive to industry/business/environment changes.

·       Provide performance insight and analysis to support the Head of Contact Centre, both on team and individual levels.

·       Provide insight and data to the mgt team through thorough extrapolation of MI from relevant sources, driving a common understanding of performance, efficiency, adherence etc. Identify trends by location/team/individual.

·       Produce, review and analyse actual and forecast scheduling and costs data to identify problems or exceptions, and analyse long term impacts on the service.

·       Create monthly/weekly/daily forecasts to be translated into effective resource plans to ensure that we have the optimum workforce.

·       Maintain, update and improve models used to forecast staffing activities and requirements to assist the Senior Management team in long term business decisions.

·       Liaise with other areas of the company and external sources to share best practice and implement where possible.

·       Monitor assumptions and actual results against forecasted budget and service level achievement.

Your Role

·       To achieve the optimum balance of efficiency and excellent service to all customers calling us, Web chatting with us or being called by us, by load balancing calls appropriately and dynamically across teams, internal and outsourced.

·       Provide accurate but dynamic forecasts to teams and partners to ensure that staff are fully optimised.

·       Use precedent data to build accurate staffing schedules for the Service team.

·       Manage headcount against budget and business need, making proactive recommendations of staffing levels across all teams based on facts and data.

·       Ensure the deployment of the right people at the right times across the Sales and Service teams.

·       Proactively suggest process changes that will both augment the customer experience and drive business efficiency.

·       Provide insight and data to the mgt team through thorough extrapolation of MI from relevant sources, driving a common understanding of performance, efficiency, adherence etc. Identify trends by location/team/individual.

Your Skills and Experience:

·       Knowledge of workforce management and scheduling applications

·       Thorough understanding of resource planning models including Erlang

·       Excellent written and verbal communication skills

·       A strong understanding of how a contact centre operates.

·       You may have previous Call centre Sales experience prior to developing into Analytics

·       Good business acumen - a firm and current understanding of developments in the contact centre industry.

·        A commercial understanding of how accurate Forecasting can have a major financial impact on resource costs.

·       A formal qualification in scheduling & forecasting. Desirable but not essential.

·       Excellent organisation skills

·       Experience of working with teams across multiple locations and disciplines

·       Time management and prioritisation.

·       Proficiency with all Microsoft Office packages mainly Excel, Word, PowerPoint and Outlook.

·       An ability to analyse spreadsheets / Data and extrapolate information to assist Management in decision making.

·       Experience and confidence to produce higher level management reports and presentations both reactively on request and proactively based on your insight and experience

Job Title: Scheduling & Forecasting Analyst

 

Package: Circa £30k DOE + bonus + additional benefits.

 

Central London

 

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