|Job Title:||Forecast & Scheduling Analyst|
|Description:||Forecast & Scheduling Analyst - Northampton, Northamptonshire
Our client was founded in 1966 and is the leading credit card provider in the UK with 8.4 mln customers. 1 in 5 credit cards in the UK are issued by our client.
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 this company strategies going forward
Schedule delivery potentially for over 400 agents across the Contact Centre
The company requires a bespoke forecast delivery of multi-contact forecasting by contact type, each needing its own contact and AHT profile.
The delivery of Forecast plans for the Barclaycard 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 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 - 35%
Production of daily, weekly & monthly contact and AHT profiles
The 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 - 35%
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. This will be used in the RAF and budgeting process for each financial year.
Development of Back Office Forecasting and Metrification – 20%
As the offering of our service grows, there is as continued need for the development of a robust forecasting and planning function for back office operations. The jobholder will have experience in this area, demonstrating the ability to understand this type of function and build bespoke models for it.
Track forecast accuracy- 10%
The Jobholder will be required to track actual against forecast, by volume, arrival pattern and AHT. This information will then be used to adjust data further in order to produce more accurate forecasts going forward. E.g.picking up seasonal trends etc. They will also be expected to report the accuracy of such forecasts on a daily, weekly & monthly basis
Knowledge of core concepts of contact centre planning including:
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
Relationship management and negotiation
Strong communication and interpersonal skills
Extensive workforce management experience (Total View)
|Salary Range:||£20 - £25/annum plus bonus, 27|
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