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Scheduling & Forecasting Superstar

2 months ago

Nottingham UK, Nottinghamshire, United Kingdom Blinds 2go Full time

Role Overview


Job Title: Scheduling & Forecasting Superstar Role Profile

Department: Customer Experience

Reports to: Customer Experience Resourcing and Planning Maestro

Direct Reports: N/A


As the Scheduling and Forecasting Superstar your mission is to support the management team in orchestrating the optimal use of resources to achieve our departmental targets, predicting future demand and articulating the why. Join us in harmonising schedules and leveraging data-driven insights to ensure seamless operations and exceptional service delivery to our customers


Our Company


At Blinds2Go our people are our stars, we believe our team will help us on our journey to realise our dream in becoming the fastest growing, most loved and most efficient window coverings company in the world.


Transparency

We lead by example and inspire others to achieve excellence in the right way.


Entrepreneurship

We focus on what matters with a sense of urgency, we quickly adapt and constantly innovate to meet customer needs.


Accountability

We take ownership and are responsible for our actions and decisions.


Meritocracy

We set challenging but realistic targets and deliver results in a passionate way, Integrity and hard work are at the core of our culture, we go the extra mile.


Role & Responsibilities


Resource Coordination:

  • Collaborate closely with the management team to produce and maintain employee schedules that align with business needs and service level targets, ensuring adequate coverage.
  • Share with stakeholders any future and on the day risks to the delivery of service
  • Maintain accurate and up to date information on our Customer Experience Superstars
  • Forecast future demands and identify surplus and shortfalls in staffing requirements


Day-to-Day Support:

  • Support the day-to-day operations of the department by effectively utilising available resources to achieve performance targets, such as LCR (Lost Call Rate) chat and email response times.
  • Monitor real-time metrics and make adjustments to schedules as needed to address emerging needs and maintain service levels – spot the smoke before the fire.
  • Understand and be able to articulate current day service position throughout the day to stake holders.


Administrative Duties:

  • Maintain accurate records of employee attendance, time off, and performance metrics to support on the day decision-making and reporting.
  • Review requests for annual leave and make decisions based on staffing lines and forecasted demand.
  • Audit schedules and annual leave allowances
  • Make recommendations for flexi working requests


Forecasting and Analysis:

  • Use WFM tools to look at past data, trends, and reports to predict how many superstars we'll need and when to support our customers and to anticipate changes in demand.
  • Offer ideas and suggestions on how we can best allocate our resources to work more efficiently.
  • Communicate with stake holders such as training, team managers, senior leadership teamsto ensure any requirements are met in a timely manor.
  • Support with providing the data for budgeting, offering the workforce management view’s and requirements


Person Profile


  • Previous experience in workforce management, resource planning, or administrative support roles is essential (Calabrio, Zendesk and NICE CX1 experience desirable)
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
  • Detail-oriented with strong organizational and analytical skills to have the ability to multitask in a fast-paced environment.
  • Understanding of contact centre metrics and the impact Shrinkage, AHT, Occupancy, average speed of answer, SLA % variance to forecast has on the day to day operation
  • Be confident in creating and analysing short, medium and long term resourcing plans and forecasting