500
Views
5applicants
Forecasting Analyst
Recruiter
Careerpath Consulting
Location
in Manchester , North West
Salary: £24 - 30k with full company benifits and bonuses
Reference: RPM/NW
Forecasting Analyst
Requirement Description:
A strong background in a contact centre Analyst role. An excellent understanding of contact centre dynamics and operations.
Previous experience of large-scale capacity planning, forecasting and planning over a rolling 12-month period.
Prior experience of a workforce management system is essential, specifically; use of eWFM will be beneficial.
Deliverables:
Delivery of centre service level performance.
Achieving staffing efficiency through improved resourcing strategies
Maintaining the capacity plan to interface to the budget process, and resourcing (recruitment) process.
Forecasting of workload and people requirements, to an accuracy of within 5% per day.
Ensuring that resources planning best practises/solutions/initiatives are applied from within and also externally from the market place.
Responsibilities:
Implementing industry best practise techniques and processes. Ensuring that you have an appropriate understanding of Contact Centre dynamics, as a foundation stone to carrying out the following functions:
Forecasting.
Ensuring that the business drivers of each call type are thoroughly understood, including linkages to other parts of the business, and that processes are in place to ensure that these interdependencies are managed. Ensuring that appropriate levels of attention are given to each call type.
Forecasting is carried out for all contacts, inbound and outbound, average handling time, and numbers of people required to action workload.
Ensuring that appropriate forecasting techniques are used, such as statistical regression analysis and monitored stimulus based forecasting.
Maintaining internal relationships, and interfacing with support & business functions, internal clients, and Internal Change Programmes
Support areas:
Internal clients.
Business areas.
Scheduling & Rostering.
Ensuring that a balance exists between business and people requirements in the shifts used by the business.
A full spec is available on application.
Requirement Description:
A strong background in a contact centre Analyst role. An excellent understanding of contact centre dynamics and operations.
Previous experience of large-scale capacity planning, forecasting and planning over a rolling 12-month period.
Prior experience of a workforce management system is essential, specifically; use of eWFM will be beneficial.
Deliverables:
Delivery of centre service level performance.
Achieving staffing efficiency through improved resourcing strategies
Maintaining the capacity plan to interface to the budget process, and resourcing (recruitment) process.
Forecasting of workload and people requirements, to an accuracy of within 5% per day.
Ensuring that resources planning best practises/solutions/initiatives are applied from within and also externally from the market place.
Responsibilities:
Implementing industry best practise techniques and processes. Ensuring that you have an appropriate understanding of Contact Centre dynamics, as a foundation stone to carrying out the following functions:
Forecasting.
Ensuring that the business drivers of each call type are thoroughly understood, including linkages to other parts of the business, and that processes are in place to ensure that these interdependencies are managed. Ensuring that appropriate levels of attention are given to each call type.
Forecasting is carried out for all contacts, inbound and outbound, average handling time, and numbers of people required to action workload.
Ensuring that appropriate forecasting techniques are used, such as statistical regression analysis and monitored stimulus based forecasting.
Maintaining internal relationships, and interfacing with support & business functions, internal clients, and Internal Change Programmes
Support areas:
Internal clients.
Business areas.
Scheduling & Rostering.
Ensuring that a balance exists between business and people requirements in the shifts used by the business.
A full spec is available on application.
Recruiter:Careerpath Consulting
Website: http://careerpathconsulting.co.uk
Fill in the form to apply for this call centre job
Published at 15-07-2008
Viewed: 500 times
Viewed: 500 times
