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Forecasting Analyst

4 months ago

StokeonTrent, United Kingdom bet365 Full time
As a Forecasting Analyst, you will be responsible for the creation of long and short term forecasts for over 20 languages, across 60 departments, spanning web chat, email, voice and back office workloads.

Our workforce management area is expanding and we are looking for a highly motivated individual with a proven track record in forecasting who will bring a wealth of knowledge and expertise with them. Excellent communication skills across all medias are essential to keep planning teams and key stakeholders informed.

The forecasting team are responsible for the capacity planning and the delivery of the budget FTE requirements for over 5,000 FTE globally. You will need to be able to handle a dynamic and changing environment, and meet deadlines across multiple concurrent workstreams, ensuring that the business is informed of the changes and development of our customer bases, and recommendations to meet the demand appropriately channelled.

You will have an interest in data and take pride in preserving its integrity and accuracy to keep planning teams well informed. You will be able to use a WFM System to create and navigate forecasting models to ensure the correct ones are in place to support the needs of the business.

The role will also involve contributions to capacity planning and recruitment, as well as the development of junior forecasters who will be supporting this role.

Preferred Skills, Qualifications and Experience

Experience in a contact centre planning or forecasting role (with 3+years’ experience).nStrong capabilities in creating and maintaining detailed forecasts, both short and long term.nExperience of using WFM tools and systems, Nice IEX is preferred.nExperience of scheduling and forecasting for back office workload.nUnderstanding of budgeting process and planning cycles.nSkilled in data analysis, statistical modelling and interpretation.nExcellent knowledge of forecasting algorithms, including explaining best fit.nStrong presentation skills across mixed medias.nGaming Industry knowledge is desirable but not essential.

Main Responsibilities

Creating and maintaining of forecasts, short and long term, across multiple sites, languages and teams, both front and back office.nEnsuring correct forecasting methodologies are in place.nEnsuring the integrity of data is upheld in the WFM system to enable accurate forecasting.nAnalysing regularly KPI’s and making recommendations to improve efficiency.nTracking variance to ensure stakeholders understand “actual vs expected” performance.nPresenting forecasts and recommendations appropriately and regularly to stakeholders.nAssessing the impact of upcoming change and flags risk to the planning team.nDocumenting methodologies, modelling specifications and results diligently.nProviding and communicating data for capacity planning and recruitment.nConverting model outputs and statistics into valuable insights for departments.

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