We are working with one of the leading brands in their field to source an exceptional Senior Forecasting Analyst to join their growing team based at either their London or Manchester site.
This is a Hybrid Role with 2/3 days per week in our clients office in either London or Manchester
Key Responsibilities:
Use data, drivers, and forecasts to create tactical and mitigation plans.
Develop efficient schedules for a variety of channels
Negotiate offline time with stakeholders and Team Leaders to ensure efficient scheduling and Service Level Agreements (SLAs).
Influence senior managers and Heads of Department on Tactical Planning activities, providing expert knowledge on working time directives, scheduling best practices, and efficiency opportunities.
Administer and optimise Workforce Management tools, providing training and support to colleagues.
Ability to work in a fast paced environment.
Key Skills Required:
Experience working with Workforce Management (WFM) systems.
Strong negotiating skills with an ability to influence stakeholders.
Experience working in a contact centre environment and understanding the Multi-Channel Resource Planning Cycle.
Proficiency in Excel, with the ability to analyse large volumes of data.
Experience in contact centre planning.
Excellent analytical ability and proven experience identifying performance trends.
Ability to implement planning industry best practices.
A proactive outlook on feedback to improve service outputs.
Exceptional people skills and the ability to be a role model.
Exceptional knowledge of Contact Centre metrics and KPIs.
Please apply or email (url removed) for more info