Forecasting, Planning & Performance Manager
Nuffield Health
Forecasting, Planning & Performance Manager
Salary Not Specified
Nuffield Health, Ewell, Surrey
- Full time
- Permanent
- Onsite working
Posted 1 week ago, 12 Sep | Get your application in now before you're too late!
Closing date: Closing date not specified
job Ref: e96c324ca07a486486acaac245a7e76a
Full Job Description
- Be accountable for Business Services forecasts, considering capacity issues for people, systems, and infrastructure in both front and back office.
- Incorporate all planned and proposed changes into budget and operational plans for Business Services.
- Ensure forecasts are operationalized into viable resource plans to support business needs.
- Support efficient coordination of resources, service levels, future planning, revenue targets, and optimized performance.
- Lead and develop the team to optimize agent performance through process improvements.
- Focus on the customer journey while maximizing efficiencies and developing management information (MI) and dashboards for ongoing performance monitoring.
- Review all pipeline activities, including customer contact across various channels, and plan resources for future projects and contract mobilization.
- Maintain regular contact with senior stakeholders to address potential impacts on forecasting and operational performance.
- Drive contact centre performance to ensure consistently exceptional service for every customer, every time.
As a Forecast, Planning and Performance Manager you possess advanced expertise in forecasting techniques, including the ability to manually forecast using sophisticated Excel models and Erlang formulas. You understand resource load balancing in customer contact channels, can link forecasts to financial impacts, and are proficient with Contact Centre technologies (e.g., Cxone, Calabrio).
You have strong commercial and financial awareness, with the ability to translate forecasting data into potential financial impacts and understand how all Contact Centre KPIs contribute to overall business performance.
You are a strong communicator and analytical thinker with commercial insight, and attention to detail, with a focus on enhancing the customer experience.
We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind. From free private healthcare to gym membership, a cycle to work scheme and more. At Nuffield Health, we take care of what's important to you.
Join Nuffield Health and create the future you want, today.
If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it's a good idea to apply right away to ensure you're considered for this role.