Channel Performance Specialist
1 day ago
Hastings Direct is looking for a Channel Performance Specialist to join our analytics department. As a key member of our team, you will be responsible for developing and owning medium to long-term budget plans, working closely with stakeholders to gather valuable insights. This is an exciting opportunity to join a dynamic team and contribute to the company's success.
Responsibilities
• Develop and own medium to long-term budget plans, collaborating with stakeholders to gather insights and drive business decisions
• Own and develop volume forecasts for short-term periods, preparing agent-facing volumes for stakeholders in the scheduling process
• Create new forecasts around total volumes, including IVR/Chat Bot/Self-Served volumes, to provide a comprehensive channel picture of demand
• Work with operation and commercial colleagues to understand performance, iterate forecasts, and provide insights on variance and drivers of variance
• Communicate one-off events observed and subsequently dismissed for forecasting purposes, developing historical tracking of events for future modeling
• Develop packs to provide stakeholders with factual and relevant insights
Requirements
• Experience in forecasting for digital channels within a contact center environment, alongside a strong knowledge of telephony platforms (such as CXone, Avaya, Genesys)
• Strong working knowledge and experience of different types of forecasting/planning methodologies
• Excellent stakeholder and communication skills, with analytical ability to provide actionable insights
What We Offer
We offer a competitive salary of £45,000 - £55,000 per annum, flexible working arrangements, a competitive bonus scheme, physical and mental wellbeing programs, and access to private healthcare, dental plans, and other benefits.
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