Senior Contact Centre Forecasting Analyst

  • Permanent
  • Manchester, North West
  • Posted 15th April 2019
  • £32000.00 - £40000.00 per Annum + Competitive Bonus & Bens
  • Ref: 1201309
Artis Customer Contact are pleased to be working with this global organisation in their search for a Senior Contact Centre Forecasting Analyst. This is a key role in the resource planning team supporting a large portfolio of multiple site contact centres with their call forecasting.

Using planning and forecasting methods and working as part of a wider team, you will be responsible for building accurate forecast models for in house, outsourced, front and back office multiple site operations. You will also support project-based contact centre change plans, what if analyses and budget plans.

The day to day role will consist of
*Build strong relationships and collaborate with the senior stakeholders to understand resource requirements
*Forecast future resource requirements based on levels of attrition and skills availability to make sure that headcount and utilisation levels are in line with budget.
*Identify resourcing solutions; taking into consideration requirements outlined by the business, the availability of resource and the skills and individuals' development needs.
*Produce 'what-if' scenario models to plan for operational activities and to analyse the impact of decisions being considered, whilst making recommendations for optimum solutions
*Provide accurate and timely performance reports.

Essentially you will consider yourself a
*Excellent communicator with the skills and the ability to build strong and positive relationships
*Problem solver who can has the ability think fast, spot trends, generate new ideas and to deliver to tight deadlines
*To have good understanding of Contact Centre resource, forecasting and planning techniques and technologies.
*Knowledge and experience of workforce planning and forecasting in a contact centre environment are essential.

This a great time to join a business that is focusing on delivering a customer experience of the highest standard across all its customer contact channels.

For full information regarding this role, please contact me directly, initially with a CV for further information.

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