Senior Planning and Forecasting Analyst

£49000-£51000

1st Central, Haywards Heath, West Sussex

Full time
Permanent
Remote working

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Posted 2 weeks ago, 22 Mar | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 00896c080f2b4b31a651596a3453af02

1st Central

Full Job Description

Supporting all things 'Performance' from forecasting, reporting, analysis and making key decisions, our 5-year financial plan will thrive with your input.
You'll be the subject matter expert and 'go to' point for the business about all planning and forecasting matters relating to allocated business lines. Providing forecasts on time with accurate information meeting the recipients' expectations.
You'll have the ability to talk confidently and credibly with managers and directors about all things forecasting, capacity and planning
You'll support day-to-day decision making that has significant financial and reputational impacts e.g. Outsourcer billable hours
Ownership and accountability for the accuracy and quality of all forecasting and resourcing plans for allocated business lines
You'll provide key input into the annual budgeting process providing plans for the Operations management team
Prioritisation of work and meeting deadlines
Love data? It's a match. You'll ensure accurate manipulation of data from multiple data sources
You'll build positive relationships based on mutual respect with stakeholders and outsourced partners
You'll ensure business-wide confidence in workforce management information
You'll provide proactive analysis and recommendations made of required changes to support the evolving demand patterns
You'll be producing and maintaining high quality and accurate forecasts to enable the optimisation and enhancement of customer service across call centres
You'll ensure all forecasts include short and medium term requirements and are adjusted/updated as and when required
You'll complete monthly analysis of top line planned vs actual call volumes
Providing reporting on headcount and FTE levels including variance to budget
Ensuring contingency for role exists
You'll deputise for Resource Management Lead in stakeholder meetings as and when required
Your eagle eye will look to identify opportunities for improvements in forecasting and make use of 'what if' scenario modelling and impact analysis
You'll track recruitment and attrition and give resourcing advice to the operational management team
You'll highlight adding opportunities through research into variance in call centre resource levels and identifying underlying patterns, trends and causes
You'll maintain a change control process for both inbound and outbound capacity planning with internal stakeholders
Producing daily, weekly and monthly management information (MI)
You'll ensure that all relationships that impact call volumes are understood
Timely Re-evaluation of resource demand based on changing inputs or trends and recommending appropriate action
Having a broad understanding of back office methodology

You're great at capacity planning for a multi-location, multi-skilled call centre environment including outsourced functions
Have experience of capacity planning for back-office functions
You're a dab hand at collating and extrapolating forecasting data from multiple sources, Experience of working in large multi-skilled call centre environments and with outsourced partners
Use of WFM tools to produce call forecasting information
Flexible thinker who is able to quickly adapt to changes in arrival volumes and patterns
Load balancing and blending of call centre resource across product lines and call centres
Analytical and logical thinker with the ability to apply creative solutions to resource constraints
Experience of managing resources to a controlled and defined budget
Demonstrable commercial focus and business acumen in recommendations and decision making
Proactive and able to work on own initiative
MS office including Advanced excel and database skills
Capable of translating forecasting information into potential financial impacts
Stakeholder management

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Direct job link

https://www.jobs24.co.uk/job/senior-planning-forecasting-analyst-124804811