Forecasting Planner

**At a glance**:

- The budgeted salary range for this role is set at £27,400- £41,100
- 2 Permanent positions available
- This is a hybrid working role, therefore your time will primarily be split between working from home and the Hamilton contact centre. However, there will also be an expectation to visit other locations as the need arises.

**About the role**:
As a Forecasting Planner, you will work closely with the Forecasting and Scheduling Manager to ensure the company meets its customer service targets. Your role involves creating accurate forecasts for customer contact volumes and handling times on a weekly, daily and intraday basis. Using various data sources, both internal and external, you’ll use your analytical skills to convert weekly forecasts into daily and intraday ones as well as monitoring absence and off task time.You'll also track and assess actual performance against forecasts, making adjustments as needed. Collaborating with different parts of the company, you'll finalise forecast figures for scheduling purposes.

You will also provide the Schedule Planners with staffing requirements to meet operation targets so you will use your analytical skills again, across various sources, to consider which absence and off task time you will include to provide these requirements. This is a high profile role which will influence schedules and performance in the contact centre.

Your sound communication and stakeholder management experience will be important in this role as you will be regularly meeting with operational managers to provide updates on their department’s expected customer demand.

**Key responsibilities**:
You will be someone who ensures that data is converted accurately to forecast monthly, weekly and daily volumes.

Develop smooth handover processes to deliver forecasts to scheduling in line with lockdown processes.

Are you a critical thinker who interprets evidence and information to develop well reasoned arguments for thinking and can readily draw on evidence to justify a chosen course of action. Can you think clearly when presented with multiple pieces of information?

**Essential skills you’ll need**:

- Experience in capacity planning and resource planning models and best practice
- Demonstrable sound knowledge of Microsoft Excel and/or Google Sheets
- Experience of analysing data & insight - trend analysis and recommendations derived from complex raw data.
- Experience of resource planning workforce management systems
- Experience which demonstrates effective stakeholder management

**Desirable skills you’ll have**:

- Experience of working in a sufficiently agile manner to reflect the changing demands that exist within a modern contact centre environment.
- Experience which demonstrates the ability to engage, inspire and motivate through effective written and verbal communication

**Benefits of the Partnership and the role**:
- Hybrid Working.
- ️ - Full - time working holiday entitlement 22 days holiday, plus public and bank holidays- Excellent work life balance, including focus on well being and flexible working and our marketing leading equal parenthood leave Policy- Defined Contribution pension scheme where your contributions will be matched by the Partnership (up to 8% of pay) and, after three years’ service, you’ll receive an additional Partnership contribution of 4% of pay, regardless of whether you pay in or not- You’ll get Partnership discount in store and online once you complete Probation. That’s 25% off in John Lewis & Partners (12% off electrical products) and 20% in Waitrose & Partners. You’ll also be able to nominate someone you live with to share your discount- Simple cycle to work support scheme- We’re really proud of our exclusive hotels based in some of Britain’s most beautiful areas and once you’ve been with us for three months, you’re welcome to explore them

**Next Steps**:

- You'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.
- Thanks for your patience in the meantime and for showing an interest in joining JLP.

**You can view a copy of the full job outline here **Forecasting Planner JD**

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