About this role

Job Requisition Number
8921

Work Type
Permanent

Job Function
Customer Services

Salary Range
£35,833.00

Base
Linea

If you would like further information on this role, please contact [email protected]

What you will be responsible for

- Produce forecasts and resource plans for specific business areas to assist in the delivery of departmental targets covering short-, medium- and long-term outlooks

- To develop when required and effectively utilise bespoke planning and forecasting models to ensure that departments can achieve their KPIs in the most cost-effective manner

- To maintain and operate our WFM/WFO systems for forecasting and scheduling purposes

- Investigation of various Contact Centre metrics and trends to continuously improve the plans and forecasts to achieve great service for our customers

- Working collaboratively with the wider Planning & Performance team to support the development of a pan-Retail, multi-channel plan.

- When required, support in-day delivery of service levels through Real Time Analysis to ensure employee schedule adherence and management and tracking of off-line exceptions

- You will embrace a forward thinking culture and continue to challenge and improve current methods to ensure that best practice is embedded throughout the team.

About you

- Good experience of Resource Planning and Demand Modelling

- Good experience of working with and influencing key stakeholders in an organisation to help deliver effective plans

- Good experience of operating and maintaining Telephony & WFM/WFO systems

- Ability to develop forecast models for a multi-channel contact centre environment.

- Good knowledge of Excel is essential

- Knowledge of advanced modelling tools such as CACI Forecaster or IBM Modeller (or similar) - Desirable, not essential

- Proven track record of delivering effective resource planning

- Ability to communicate insights and meaning to all levels of seniority in a way which delivers the message clearly and succinctly.

- Ability to identify and highlight potential future issues that could impact the business and propose mitigation to avoid them.

Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT