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Digital Channel Forecaster

2 months ago

Leicester, Leicester, United Kingdom Hastings Direct Full time

Role Overview

As a Forecasting Analyst at Hastings Direct, you will play a vital role in developing and owning medium to long-term budget plans, working closely with key stakeholders to gather valuable insights. Your expertise in forecasting for digital channels, particularly within a contact center environment, will be crucial in driving business growth and sustainability.

Key Responsibilities

  • Developing volume forecasts for medium to short-term time periods, preparing agent-facing volumes to supply stakeholders in the scheduling process.
  • Creating new forecasts around total volumes, including IVR/Chat Bot/Self-Served volumes, to provide a comprehensive channel picture of demand.
  • Collaborating with operations and commercial colleagues to understand performance, iteratively refining forecasts and providing insights into variance and drivers of variance.

Requirements

  • Experience in forecasting for digital channels, alongside a strong knowledge of telephony platforms such as CXone, Avaya, or Genesys.
  • A solid working knowledge of various forecasting and planning methodologies.

What We Offer

  • An attractive salary based on experience, with annual pay reviews.
  • A flexible and hybrid working approach, allowing for a balance of office and home working.
  • A competitive bonus scheme, with opportunities for performance-based rewards.