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Views
5applicants
Forecasting & Capacity Planning Analyst
Recruiter
douglas Jackson
Location
in Manchester , North West
Salary:
Reference:
Role Name: Forecasting & Capacity Planning Analyst
Location: Manchester
Salary: £24,000 - £35,000
Person Specification:
• A lengthy background in a contact centre Analyst role (preferably in Financial Services) with 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
• Experience of recruitment planning and shift design using WFM and excel tools to design optimum shifts
• Excellent understanding of ‘erlang’ modelling and impact analysis
• Prior experience of a workforce management system is essential, specifically; use of eWFM will be beneficial.
• Challenging the status quo, and making recommendations for change.
Targets:
• 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 the CFS community 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
? Scheduling & Rostering
? Learning and change analysis
? Capacity planning
On offer is an excellent financial package including a market leading basic salary.
For more information on this exciting role, please call Richard Harries on 0845 620 9721 or email your CV to Richard@douglas-jackson.com
Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets.
Location: Manchester
Salary: £24,000 - £35,000
Person Specification:
• A lengthy background in a contact centre Analyst role (preferably in Financial Services) with 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
• Experience of recruitment planning and shift design using WFM and excel tools to design optimum shifts
• Excellent understanding of ‘erlang’ modelling and impact analysis
• Prior experience of a workforce management system is essential, specifically; use of eWFM will be beneficial.
• Challenging the status quo, and making recommendations for change.
Targets:
• 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 the CFS community 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
? Scheduling & Rostering
? Learning and change analysis
? Capacity planning
On offer is an excellent financial package including a market leading basic salary.
For more information on this exciting role, please call Richard Harries on 0845 620 9721 or email your CV to Richard@douglas-jackson.com
Douglas Jackson are a specialist recruitment consultancy and executive search company, working specifically within the Executive and skilled Contact Centre, Call Centre and Customer Service recruitment markets.
Recruiter:douglas Jackson
Website: http://
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Published at 07-10-2008
Viewed: 624 times
Viewed: 624 times
