Contact Centre Forecaster & Planner

About the role

The overall job purpose is to determine resource & forecasting requirements for all teams dealing with customer contacts, ensuring that shifts are aligned to customer demand & commercially viable in order to meet service standards.

As a Contact Centre Forecaster & Planner, your day-to-day activities will include:

Creating and managing long term and short term forecasts and budgets for call & non-call workloads and resource, monitoring drivers against business change & developing models to improve accuracy

Creating and update schedules for call centre employees so that they know where they need to be, and at what time

Constantly monitoring and proposing effective shift patterns to match business requirements, optimising performance of all Customer Contact Centre teams and maximising agent satisfaction by providing flexible options

Making recruitment recommendations and identify opportunities and benefits offered through skills based routing, demonstrating the benefit of proposed changes

Being aware of and recording business, resource and seasonal changes, making appropriate plans for expected changes in profile and workloads, reporting on expected and experienced results

Working closely with teams across the business that supply volumes into the customer centre, monitoring performance and trends to provide consultative support to the business through monthly reviews and building relationships

Delivering effective & accurate reports detailing key performance indicators and commentary relating to workforce and shift performance, Identifying the proposed and actual shift efficiency factors and clearly stating all assumptions applied

Actively managing and developing the Workforce Management tool ensuring it is fit for purpose and provides best practice input and output

Producing reports to show overall Contact Centre performance

Conducting daily, weekly and monthly planning meetings with operational leaders

What were looking for:

Experience with Excel or a workforce planning tool of some description and a good administrator

An awareness of potential causes and impacts on day-to-day service levels

Good stakeholder management skills to ensure that effective planning is delivered correctly

Other skills that make up a good quality Forecaster / Planner include problem-solving, collaboration, being technology savvy, and able to communicate well at all levels

A background in customer service and contact centres is essential for this role

Advanced Excel training and qualifications in mathematics or statistical-related subjects may be beneficial

The Rewards 

We want you to love what you do. That is why our benefits package rewards a job well done. We will give you: 

Salary £42,483 - £47,481

Performance related bonus

A competitive pension scheme

37 hour working week (with flexible working options)

25 days annual leave - (30 days after five years) bank holidays and an extra 3 over Christmas

Plus, a suite of excellent additional benefits

Location: This role will be based at our state-of-the-art Headquarters in Southampton. However, all our people, where they can are currently working from home.