JOB PURPOSE

Produce accurate short term workload forecasts, including schedules. (signed off min. 4 weeks) Create & use simulation models to accurately forecast the impacts of any change & project implementation. Proactively deliver in-depth analysis to lead change and drive operational effectiveness & efficiency. Analyse multiple layers of data from varying sources to constantly improve agreed levels of accuracy, leveraging multi-variate and root cause analysis to extract insight to continuously improve the way we plan and operate.

KEY RESPONSIBILITY AREAS

• Ensure accurate implementation of schedules in line with best practice and to ensure that service levels targets are met.
• Accurately forecasting of call volume, absence, attrition, AHT & shrinkage through trend analysis. Reviewing & tracking on a regular basis in conjunction with the RTA team.
• Pro Active engagement with Operation at all levels highlighting any changes in business or potential impact based on any of the main variables.
• Create new and innovative forecast and capacity models to plan for future demand, growth and channel shifts.
• Effective Client Relationship Management (internal/external).
• Effective resource optimization/utilization across inbound, outbound & back office functions.
• Ensure the Resource Planning (Shift Influx) & processes are aligned to deliver the most optimised plan and maximum benefit for the operation.
• Effectively managing the B2P ratios across the business.
• Accurate HC alignment across all systems & reports.
• KPI tracking
• WFM governance
• Effective leave management
• Ability to work well under pressure
• Exceptional teamwork skills
• Proven experience in driving HR and Operational processes