Forecast & Scheduling Analyst
Salary: 20k-25K plus excellent bonuses scheme |
Date: 06-12-2009
Location: Northampton |
Job Ref: FS/MD
Responsibility for:
Track forecast accuracy.
Provide Innovative short, medium and long-term forecast by contact type to identify resource requirements.
Provide Innovative short, medium and long-term capacity planning to identify resource requirements.
Schedule delivery potentially for over 400 agents across the Contact Centre
The delivery of Forecast plans for the Contact Centre enabling Intra-Day team to maximise resources to meet contact centre business requirements. The forecasts will then require tracking to ensure accuracy.
The role will also be responsible for capacity planning, modelling ‘what if’ scenarios to assist the Resource Planning team on securing sufficient resource for planned activity.
Production of daily, weekly & monthly contact.
The Jobholder will be required to cleanse the actual data within Total View and associated Forecast models and then generate forecasts based on the clean data.
Driving Business Performance -
Provide monthly forecasts to enable the delivery of accurate working patterns to meet the contact centre resource demand on a daily & weekly basis. These should then form part of the 12-week resource plan to be delivered to the operation and the Intra-day team Provide short, medium and long-term forecasting to identify resource requirements, the forecasts to include seasonality over the week, month and year. The Jobholder will be required to provide short, medium and long-term capacity planning to identify resource requirements to the contact centre management team to assess the impact of any potential activity in the future.
models for it.
Track forecast accuracy.
Knowledge of core concepts of contact centre planning including:
Forecasting
Scheduling design and creation
Service level and intra-day management
Analysis and reporting of contact centre performance
Leading and rewarding performance
Performance Management / Performance Development
Extensive workforce management experience (Total View)
Contact: Paul Buckland
Email: paul@careerpathuk.com
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