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Forecasting Analyst - Digital Channels

Hastings Insurance Services Limited, Leicester

Forecasting Analyst - Digital Channels

Salary Not Specified

Hastings Insurance Services Limited, Leicester

  • Full time
  • Permanent
  • Onsite working

Posted 1 week ago, 9 Nov | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 1622c7f554ea451da5801ee303cf2544

Full Job Description

  • Developing and owning medium to long term budget plans, working with key stakeholders to gather value adding insights as an ongoing exercise
  • Owning and developing volume forecasts covering medium-short term time periods, preparing agent facing volumes to supply stakeholders in the scheduling process
  • Developing new forecasts around total volumes to include IVR/Chat Bot/Self Served volumes to provide a full channel picture of demand
  • Working with operation and commercial colleagues to understand performance, iterating forecasts, providing insights around variance and drivers of variance
  • Communicating where one off events re observed and subsequently dismissed for forecasting purposes and developing historical tracking of events to use for future modelling
  • Developing packs to provide stakeholders with factual and relevant insights

    Experience in forecasting for digital channels (within a contact centre environment) alongside a strong knowledge of telephony platforms (such as CXone, Avaya, Genesys etc.)
  • Strong working knowledge and experience of different types of forecasting/planning methodologies
  • Strong stakeholder and communication skills, with analytical ability to then provide actionable insights

    Locations: Leicester or Bexhill (Hybrid) with expectations to be in the office approximately once per week. However, for the right candidate, there is a degree of flexibility around this.
    • Welcome to Hastings Direct - From our Group HR Director Pam Angel We're a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We've made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We're proud of the journey we're on as a company and know that our continued success will rely on the contribution of our talented colleagues. We provide insurance for over three million customers, but we know there's even bigger opportunity out there. The fact you're now reading this job advert means we've tempted you to find out more about #lifeatHD - we really hope you like what you see, and you'll join us to share in the success of the exciting chapter that lies ahead.

    Salary - Attractive salary based on experience (pay reviews also completed each year) Flexible Working - We champion a flexible and hybrid working approach so please speak to your recruiter to discuss in more detail, including days in the office and at home. Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March. The scheme is based on Hastings' performance against our business goals and your own personal performance. Physical Wellbeing - We like to help our colleagues take a proactive approach in keeping themselves well, that's why we fund our colleagues to be able to claim against everyday health care through our healthcare cash plan. Financial Wellbeing - As well as providing you with 4x your salary with our life assurance cover and income protection at no extra cost, pension contribution match up to 10%, we are proud to provide you with an AWARD WINNING package which includes - discounts and cashback at everyday retailers and on our own products, fee free independent mortgage advice, and free access to financial wellbeing support. Mental Wellbeing Programme - At Hastings Direct we understand that mental health cannot not be scheduled, that's why we have a range of support to help you keep yourself well. We have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs There's more! - 25 days annual leave +bank holidays, with the option to buy or sell one of your contracted weeks, access to private healthcare, dental plans, discounted health assessments, cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more. Most of our benefits and wellbeing resources are available to colleagues from their first day whilst some optional benefits, which involve committing to a 12-month payment schedule, are available as soon as you have completed your probationary period. Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we'll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve We deliver good outcomes for our customers every time by providing great products at the right price with our simple and straightforward service. We treat customers like we want to be treated - fairly, respectfully and with their best interests at heart Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks. At Hastings Direct, we're committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, or throughout your journey with us at Hastings, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all. Job posting end date

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