<p><span><b>In a nutshell</b></span></p> <p><span>You will be responsible for supporting the short to long-term planning process, including forecasting at a weekly, daily and intraday level, as well as help assess and support business change, budget rounds, and any other ad-hoc planning/analysis work required.</span></p> <p>&nbsp;</p> <p><span>The role is pivotal to supporting the planning cycle and optimising resource against contact centre demand, supporting service and budget delivery. Working closely with the Head of Service Delivery, Contact Centre Intelligence Manager and their team, as well as the Outsourced Operational teams to establish the correct inputs into our plan and help put people in the right place at the right time.</span></p> <p>&nbsp;</p> <p><span><b>What you need to do</b></span></p> <ul> <li><span>Be a confident effective communicator at all levels within the business including external stakeholders.</span></li> <li><span>Work autonomously to create accurate and effective capacity plans to achieve performance against budget within the contact centres - detailing a minimum of 0-24 months.</span></li> <li><span>To develop and maintain excellent relationships with the operation and outsource partners to ensure that plans are delivered.</span></li> <li><span>Create and deliver data analysis that supports the weekly and periodic business reviews with key stakeholders.</span></li> <li><span>Required to operate flexibly to meet business requirements.</span></li> <li><span>Deliver effective resource plans to external partners ensuring that we provide a cost effective and customer centric experience.</span></li> <li><span>Use own judgement when analysing complex data sets to influence and form new and improved capacity planning and forecasting strategies.</span></li> <li><span>Support the Strategic Planning & MI Manager in day to day and project activity.</span></li> </ul> <p>&nbsp;</p> <p><span><b>What you need to know and show (essential skills)</b></span></p> <ul> <li><span>As planning is a Niche/Specialist field, previous experience of implementing forecasts and headcount models into operational reality, working with recruitment, training and operational teams to deliver to plan</span></li> <li><span>Proven knowledge and experience of ACD and workforce management technology (Knowledge of Genesys an advantage)</span></li> <li><span>Ability to disseminate large amounts of information, shape into detailed plans and reports and present conclusions</span></li> <li><span>Ability to create reports with high visual impact</span></li> <li><span>Strong analytical skills and highly numerate</span></li> <li><span>Strong organisational, planning and time management skills with the ability to prioritise multiple tasks, working to challenging deadline</span></li> <li><span>Must have a full array of forecasting & capacity planning experience from short to medium term.</span></li> <li><span>Advanced Excel knowledge essential</span></li> </ul>