Job Accountabilities
- Understand drivers of customer demand to accurately forecast for Customer Service areas to enable service level predictions on a weekly rolling 12 month basis
- Understand customer base and different propensity of contact rates and preferred channel to enable future FTE requirement
- Build capacity plan models and maintain these to enable us to predict Customer Service areas staffing levels and service levels.
- Identify resourcing requirements by tracking attrition.
- Create contingency models for ‘what if’ scenarios.
- Provide insight on annual leave for all departments by pulling the data from Work Force Management.
- Detailed analysis of customer journey on the phones.
- Support wider Workforce Optimisation teams by creating templates used for accurate resource planning.
- Ensure accurate staffing levels are driven through the forecasting process to meet the established demand and hit business KPI’
- Work with the business to gain support and buy in for the required staffing rotas and shrinkage measures in plan
- Continually review forecasts and schedules to identify performance improvements and cost efficiencies
- Provide feedback and impact analysis on unplanned events.
- Identify risks and ensure all steps are taken to resolve where possible and these are escalated where appropriate
- Continually review staffing against plan and work to improve and deliver efficiencies to plan while not impacting Planning’s relationship with the business.
- Track performance of forecasts and report areas of variance.
- Provide support to the Forecasting and Planning Lead at the weekly planning meeting
- Produce weekly analysis on performance of each key planning input and the Performance in terms of items worked and backlog position.
- Maintain the hiring and cross skilling plan that includes all Customer departments.
Knowledge And Skills
- Demonstrable experience and/or accreditation status in a similar role in a resource planning team in a multi-skilled, multi-channel contract centre environment and/or professional qualification (degree in Resource planning)
- A full understanding of and experience using various forecasting methodologies to forecast for phones, back office and digital channels
- Experience calculating gross and net FTE by incorporating shrinkage and other staffing factors such as occupancy, shift inflex
- Strong understanding of contact centre dynamics and end to end planning cycle
- Experience in building capacity plan models from scratch and able to calculate FTE using erlang
- Designing capacity planning dashboard on tableau to provide insight into Operations.
- Results focussed with a passion for customer service and experience
- Experience of WFM systems i.e. Verint Impact 360, Avaya or similar WFM system
- Strong demonstrable experience of using MS Excel
- Strong problem solving, analysis, planning, organising and stakeholder management skills, with the ability to communicate effectively at all levels
Desirable Criteria
- Significant experience in contact centre forecasting and capacity planning.
- Strong use of VBA / SQL and Alteryx into order to maintain and build dashboards / models.
