Utility Warehouse
Utilities
ForecastingandPlanningAnalyst
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“Forecasting and Planning Analyst at Utility Warehouse. Skills: forecasting, resource planning, capacity planning. forecasting. planning”
What You'll Achieve.
ensure the business plans effectively to achieve its targets; highlight any risks or opportunities well in advance; achieve the best possible service levels for our customers; enhance future planning; constantly improve the scheduling approach
Industry & Context.
analysing large, complex datasets to identify trends and patterns; analyse the impacts of potential resolutions
subject to a background check
What They're Looking For.
Must Have
Proven experience in forecasting and resource planning for a contact centre/call centre (ideally multi-channel operations - Voice, Email, Chat/Messaging), Expert knowledge of WFM methodologies (ideally NICE or Genesys) and ACD tools (ideally Genesys), Capacity planning experience, Highly numerical with experience in analysing large, complex datasets to identify trends and patterns, communication skills with the ability to engage comfortably with stakeholders at all levels of the business, Excel and G-Sheet skills are highly desirable
Nice to Have
Experience in a planning role that involved heavy collaboration with a BPO/Outsourcer, Experience planning for Back Office areas
What You'll Do.
scheduling of several workstreams
Maintain and further develop detailed forecasts ranging from +3 years out down to interval-level projections
Ensure that all emerging trends are identified and understood
and that all change and marketing activities are assessed and reflected
Maintain detailed capacity plans
ensuring that agreed shrinkage and performance targets are reflected
current FTE actuals are accurate
and all future requirements are accounted for
Utilise the latest forecasts to ensure “best fit” scheduling of FTE to achieve the best possible service levels for our customers
own the scheduling of team and business events
Undertake data analysis as requested by operational departments and the Resource Planning Manager
How You'll Work.
Team & Collaboration
Act as the primary point of contact for RP-related queries within your business units; meet with them weekly and monthly to discuss upcoming plans, facilitate decision-making, and analyse the impacts of potential resolutions; Work closely with the Service Delivery Team to understand where scheduling was successful and where reactive action was taken to constantly improve the scheduling approach
Communication Scope
communication skills with the ability to engage comfortably with stakeholders at all levels of the business
Full Job Description
Location: London, Colindale (Hybrid) Term: 12 month Fixed Term Contract Hi! We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings! We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you. Got your attention? Read on… We put people first. It’s all about you.. The Resource Planning department performs many essential roles in the day-to-day and future running of the busy call centre - from understanding contact demand and business sizing three years out, right down to the on-day delivery of the plan. As an Analyst within the Resource Planning team, you will be responsible for the forecasting, planning, and scheduling of several workstreams. You will ensure the business plans effectively to achieve its targets and that any risks or opportunities are highlighted well in advance. Requirements: * Proven experience in forecasting and resource planning for a contact centre/call centre (ideally multi-channel operations - Voice, Email, Chat/Messaging). * Expert knowledge of WFM methodologies (ideally NICE or Genesys) and ACD tools (ideally Genesys). * Capacity planning experience * Highly numerical with experience in analysing large, complex datasets to identify trends and patterns. * Strong communication skills with the ability to engage comfortably with stakeholders at all levels of the business. * Strong Excel and G-Sheet skills are highly desirable Nice to have: * Experience in a planning role that involved heavy collaboration with a BPO/Outsourcer. * Experience planning for Back Office areas. We deliver progress. What you’ll do and how you will make an impact. * Forecasting : Maintain and further develop detailed forecasts ranging from +3 years out down to interval-level projections. Ensure that all emerging trends are identified and understood, and that all change a
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