Contact Centre Forecasting Analyst

Contact Centre Forecasting Analyst

Job Title: Contact Centre Forecasting Analyst
Contract Type: Permanent
Location: Eastleigh, Hampshire
Salary: £25000.00 - £30000.00 per annum
Reference: BBBH3444_1510334721
Contact Name: Dynamite Recruitment
Contact Email:
Job Published: November 10, 2017 17:25

Job Description

Contact Centre Forecasting Analyst

Location: Chandlers Ford - Southampton

Hours of work: 40 hours / 5 days a week
8 hour shifts between 8am and 8pm (Monday to Friday)
8am - 5pm (Saturday and Sunday) -

Salary: £25'000 - £30'000

Benefits: Christmas Bonus, Bikes for Work, Company Health Plan, Discounted Gym Memberships, Subsidised Canteen, Bluestar Bus Discount, Free Football Ticket Giveaways.
Dynamite Recruitment are delighted to be working in partnership with a very well-established business based in Chandlers Ford. Due to huge success throughout 2017, our client is now looking to expand across the business in 2018.
As a result they are now recruiting for a Contact Centre Forecasting Analyst

Main Duties and Responsibilities for this position include the following

  • Create best capacity plan for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness

  • Develop and improve multiple forecasting models using data analysis and statistical tools

  • Makes recommendations to leadership to adjust forecasting, based on input from capacity planning

  • Coordinate with Operations, Energy Purchasing and Finance teams to analyse historical data and forecast demand. Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators

  • Make real time decisions and changes that are in line with the business objectives and priorities

  • Support local site management to optimise staffing requirements. Manage SLA through Phone/Email routing and monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA

  • Provide daily and weekly performance feedback based on data analysis before advising on how we can ensure we always protect customer service levels and achieve our sales objectives and budget

  • Provides analytical support for special projects

  • Processes management requests for modifications of scheduling events (meetings/training, etc)

The ideal candidate must have
Previous experience as a forecasting analyst

Will ideally have at least 2 years' experience in workforce management and ideally within a contact centre environment

A Bachelor's Degree in a quantitative field (engineering, economics, math, statistics)
High attention to detail and ability to explain results and provide suggested improvements to process
Good understanding of process management, process design and process improvement

Ability to analyse and solve problems

Ability to work under pressure and to deadlines

Excellent written and verbal communication skills to communicate with all levels of the organisation

Able to prioritise own workload

Able to work as part of a team

Have a flexible approach to work

Approachable and confident in dealing with a variety of enquires
To be competent in the use of SQL reporting

Experience dealing with senior stakeholders

To be considered please submit your CV immediately

Dynamite Recruitment Solutions Ltd is acting as an Employment Agency in relation to this vacancy.