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2applicants
Forecasting and Scheduling Analyst
Recruiter
Careerpath Consulting
Location
in North East , North East
Salary: 20K - 25K
Reference: FS/NE
Responsibility for:·
Production of daily contact and AHT profiles:
Track forecast accuracy·
Provide Innovative short, medium and long-term forecast by contact type to identify resource requirements·
Provide Innovative short, medium and long-term capacity planning to identify resource requirements·
Build a bespoke modelling framework to enable the delivery of business strategies going forward·
Schedule delivery potentially for over 400 agents across the Contact Centre.
The delivery of Forecast plans for the Business Contact Centre enabling Intra-Day team to maximise resources to meet contact centre business requirements. The forecasts will then require tracking to ensure accuracy of +/- 5%.The role will also be responsible for capacity planning, modelling ‘what if’ scenarios to assist the Resource Planning team on securing sufficient resource for planned activity. The jobholder will be required to deliver appropriate working patterns to mirror the contact profiles within all areas of the contact centre and contribute to the development of the contact centre scheduling/Forecasting strategy and contract design.
Assumption Management -
Production of daily, weekly & monthly contact and AHT profilesThe Jobholder will be required to cleanse the actual data within Total View and associated Forecast models and then generate forecasts based on the clean data. This involves removing repeat calls, or other data, which is abnormal due to an unusual event. The Jobholder will then be required to produce % arrival patterns per contact and average AHT, by half-hour, by day.
Driving Business Performance -
Provide monthly forecasts to enable the delivery of accurate working patterns to meet the contact centre resource demand on a daily & weekly basis. These should then form part of the 12-week resource plan to be delivered to the operation and the Intra-day team. Through analysis, use the detailed understanding of scheduling in the core contact centres, to produce quality schedule deliverables, including communication of the impact of the proposed local changes proposed to the central team.Ensuring staff plans are signed off and accepted by the business and reporting against defined accountability and key performance measures.Provide short, medium and long-term forecasting to identify resource requirements, the forecasts to include seasonality over the week, month and year. The Jobholder will be required to provide short, medium and long-term capacity planning to identify resource requirements to the contact centre management team to assess the impact of any potential activity in the future.
Knowledge of core concepts of contact centre planning including:·
Forecasting·
Scheduling design and creation·
Service level and intra-day management·
Analysis and reporting of contact centre performance·
Leading and rewarding performance·
Performance Management / Performance Development·
Team Building·
Relationship management and negotiation·
Strong communication and interpersonal skills ·
Extensive workforce management experience (Total View)·
Advanced knowledge of data bases, including excel and Access, (SQL)·
Report building.
Production of daily contact and AHT profiles:
Track forecast accuracy·
Provide Innovative short, medium and long-term forecast by contact type to identify resource requirements·
Provide Innovative short, medium and long-term capacity planning to identify resource requirements·
Build a bespoke modelling framework to enable the delivery of business strategies going forward·
Schedule delivery potentially for over 400 agents across the Contact Centre.
The delivery of Forecast plans for the Business Contact Centre enabling Intra-Day team to maximise resources to meet contact centre business requirements. The forecasts will then require tracking to ensure accuracy of +/- 5%.The role will also be responsible for capacity planning, modelling ‘what if’ scenarios to assist the Resource Planning team on securing sufficient resource for planned activity. The jobholder will be required to deliver appropriate working patterns to mirror the contact profiles within all areas of the contact centre and contribute to the development of the contact centre scheduling/Forecasting strategy and contract design.
Assumption Management -
Production of daily, weekly & monthly contact and AHT profilesThe Jobholder will be required to cleanse the actual data within Total View and associated Forecast models and then generate forecasts based on the clean data. This involves removing repeat calls, or other data, which is abnormal due to an unusual event. The Jobholder will then be required to produce % arrival patterns per contact and average AHT, by half-hour, by day.
Driving Business Performance -
Provide monthly forecasts to enable the delivery of accurate working patterns to meet the contact centre resource demand on a daily & weekly basis. These should then form part of the 12-week resource plan to be delivered to the operation and the Intra-day team. Through analysis, use the detailed understanding of scheduling in the core contact centres, to produce quality schedule deliverables, including communication of the impact of the proposed local changes proposed to the central team.Ensuring staff plans are signed off and accepted by the business and reporting against defined accountability and key performance measures.Provide short, medium and long-term forecasting to identify resource requirements, the forecasts to include seasonality over the week, month and year. The Jobholder will be required to provide short, medium and long-term capacity planning to identify resource requirements to the contact centre management team to assess the impact of any potential activity in the future.
Knowledge of core concepts of contact centre planning including:·
Forecasting·
Scheduling design and creation·
Service level and intra-day management·
Analysis and reporting of contact centre performance·
Leading and rewarding performance·
Performance Management / Performance Development·
Team Building·
Relationship management and negotiation·
Strong communication and interpersonal skills ·
Extensive workforce management experience (Total View)·
Advanced knowledge of data bases, including excel and Access, (SQL)·
Report building.
Recruiter:Careerpath Consulting
Website: http://careerpathconsulting.co.uk
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Published at 08-04-2008
Viewed: 464 times
Viewed: 464 times
