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Forecasting Analyst Contact Centre

2 weeks ago

Liverpool, United Kingdom CCP Full time

Our longstanding client is looking to recruit to a contact centre forecasting analyst role for their site based in Liverpool.
This newly created role will see you take responsibility for short and long range forecasting for approximately 80FTE across 3 sites in the north of England and Scotland.
As the forecasting analyst forming part of a 6-person planning team, you will be responsible for creating both forecast models and capacity plans using excel and these models will be customer service operation specific. You will take control of their trendanalysis to predict plans and outcomes using data analysis, budgetary guidelines, company goals and strategies; all to ensure that customer expectations are met and the journey is world-class.
**To be considered for this role, you MUST**:

- Have previous contact centre forecasting experience (ESSENTIAL)
- Have the capability to build robust forecasts and capacity plans using excel (ESSENTIAL)
- Be able to identify the impact on the business as well as customer engagement and experience of the models you're building (ESSENTIAL)
- Be well versed in using WFM technology for forecasting as well as excel (ESSENTIAL)
- Have experience of using Calabrio WFM platform (DESIRABLE)
- Have the ability to self-motivate, work effectively as part of a team (ESSENTIAL)
- Understand intraday planning to ensure schedules are fully aligned (DESIRABLE)
This is a Monday - Friday role which will see you on rota between 0800 - 1800 and will be based full time on-site in Liverpool.