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Forecasting and Scheduling Analyst
Recruiter
Careerpath Consulting
Location
in Nottingham , Midlands
Salary: 25K- 30K
Reference: F/S.mid
Job Purpose:
Responsible for the delivery of accurate call forecasts, staffing requirements, rotas and schedules for up to 600 FTE to meet operational targets. You will work closely with Operational managers and colleagues at other locations to develop a consistent and successful approach to forecasting and scheduling across the Retail Customer Service Centres.
Key Activities:·
Manage the accurate and timely production of short term call forecasts taking all influencing factors into account. Review and revise as appropriate.
Devise rotas which enable customer needs to be met whilst maintaining a focus on staff morale.
Provide information on FTE requirements, shift patterns, attrition and shrinkage to the Capacity Planning Manager to be fed into medium and long term plans.Control all planned off-phone time to optimise operational performance whilst ensuring all necessary activity is able to go
ahead.Produce and publish accurate staff schedules to meet the agreed SLA. Review and revise as required.Liaise with colleagues at other sites to produce accurate and timely staff plans including any opportunities to share workload between business areas.Respond to and act upon ad hoc requests from operational managers and challenge and/or escalate where appropriate.dentify improvement opportunities and proactively make use of all available data to produce “what-if” scenario models and impact analysis. Actively manage workload within team to achieve all agreed SLAs and targets.Develop team members to optimise individual and team performance through effective use of AMP, coaching, observation and feedback. Actively demonstrate behaviours at relevant levels and act as a role model to the team.Develop good working relationship with real time team ensuring effective two way
communications.Reviewing the plan versus actual to identify causes of deviation and apply this to future planning assumptions.
Key Skill : ·
Thorough working knowledge of IEX TotalView workforce management package.
Thorough working knowledge of all Microsoft Office functions.
Ability to negotiate and influence at all levels across the business.
Strong analytical skills.
Presentation Skills.
Excellent inter-personal skills.
Ability to work to tight deadlines.
Excellent customer service skills.
Follow procedures to ensure compliance with all regulations and working practices.
Take personal responsibility for own career development.
Responsible for the delivery of accurate call forecasts, staffing requirements, rotas and schedules for up to 600 FTE to meet operational targets. You will work closely with Operational managers and colleagues at other locations to develop a consistent and successful approach to forecasting and scheduling across the Retail Customer Service Centres.
Key Activities:·
Manage the accurate and timely production of short term call forecasts taking all influencing factors into account. Review and revise as appropriate.
Devise rotas which enable customer needs to be met whilst maintaining a focus on staff morale.
Provide information on FTE requirements, shift patterns, attrition and shrinkage to the Capacity Planning Manager to be fed into medium and long term plans.Control all planned off-phone time to optimise operational performance whilst ensuring all necessary activity is able to go
ahead.Produce and publish accurate staff schedules to meet the agreed SLA. Review and revise as required.Liaise with colleagues at other sites to produce accurate and timely staff plans including any opportunities to share workload between business areas.Respond to and act upon ad hoc requests from operational managers and challenge and/or escalate where appropriate.dentify improvement opportunities and proactively make use of all available data to produce “what-if” scenario models and impact analysis. Actively manage workload within team to achieve all agreed SLAs and targets.Develop team members to optimise individual and team performance through effective use of AMP, coaching, observation and feedback. Actively demonstrate behaviours at relevant levels and act as a role model to the team.Develop good working relationship with real time team ensuring effective two way
communications.Reviewing the plan versus actual to identify causes of deviation and apply this to future planning assumptions.
Key Skill : ·
Thorough working knowledge of IEX TotalView workforce management package.
Thorough working knowledge of all Microsoft Office functions.
Ability to negotiate and influence at all levels across the business.
Strong analytical skills.
Presentation Skills.
Excellent inter-personal skills.
Ability to work to tight deadlines.
Excellent customer service skills.
Follow procedures to ensure compliance with all regulations and working practices.
Take personal responsibility for own career development.
Recruiter:Careerpath Consulting
Website: http://careerpathconsulting.co.uk
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Published at 06-05-2008
Viewed: 152 times
Viewed: 152 times
