Resource Forecasting & Schedule Analyst
- Recruiter
- Utility Warehouse
- Location
- London
- Salary
- Competitive Salary
- Posted
- 27 Aug 2014
- Closes
- 24 Sep 2014
- Ref
- 2905
- Contact
- Applicant Services
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Resource Forecasting & Schedule Analyst
London, NW9
Competitive Salary
Company Overview
Telecom Plus PLC is a fully integrated multi-utility supplier, providing a range of essential services to residential households and small businesses. Trading as the Utility Warehouse, it supplies utility services (Gas, Electricity, Landline, Broadband and Mobile) to over 500,000 customers throughout the UK. It does not advertise, working instead in partnership with over 40,000 independent Distributors, who gather new customers by personal ‘word-of-mouth’ recommendation.
Telecom Plus received the Company of the Year award at the PLC Awards in 2009 and was named Best Telecommunications PLC at the UK Stock Market Awards in 2011 and 2012. The company has also received endorsements in the national press and consistent praise from Which? the UK’s leading independent consumer organisation.
Role Overview
The Resource Forecasting & Schedule Analyst is part of the workforce management team at Utility Warehouse, based in North London. They are responsible for the accurate daily and intraday forecast of call volumes, building robust advisor schedules which meet service level targets and ensure that the forecasted intraday demand is effectively staffed. This is an exciting role for an individual who is keen to be part a fast paced environment and is looking to progress their career within work force management.
Resource Forecasting & Schedule Analyst Role
• Work with the Resource Planning manager to understand the monthly forecast.
• Use historical trend analysis to create a weekly forecast based on the monthly forecast.
• Build daily and intraday forecasts within Impact 360, incorporating key dates within the week and month.
• Build advisor schedules within impact 360 to meet the demand of the daily forecasts.
• Optimise the schedules to ensure the best possible planned service level with current staffing levels.
Key Skills
• Experience of WFM technology & methodology, with recent and demonstrable experience in planning, forecasting and resource optimisation within a Contact Centre (knowledge of Impact 360 would be an advantage).
• Excellent numeracy skills, a statistical mind with a head for numbers.
• Expert level user of the Microsoft office suite, particularly Excel.
• The ability to take ownership and use initiative.
• Excellent attention to detail.
• Ability to work closely with management to achieve shared goals.
Responsibilities
• 45% - Short Term Forecasting
o Creation of campaign level forecast based on agreed window (e.g. 4 weeks ahead).
o Collation of contact intelligence derived from previous weeks’ data and also any future events known about for inclusion in forecast.
o Review and analysis of historical contact, AHT and Shrinkage data, normalising where required.
o Tracking of ‘special days’ using forecast Profiles and Pulse Notes and external tools where necessary.
o Application of weightings to forecast where appropriate.
o Editing and manipulating non-representative call spikes from forecast where necessary.
• 45% - Scheduling/Optimisation
o Schedule design – creation and maintenance of a best fit, dynamic schedule – considering all skill-sets etc.
o Creation of schedules within agreed publishing window for each campaign.
o Analysing schedule fit per queue to ensure accurate delivery of SL.
o Identify overtime requirements for the coming weeks – work with the operation to fill slots where the budget is available.
o Maintaining scheduling rules to ensure schedule fit is dynamic and automatic.
o Creation of floating events to ensure system optimises these automatically e.g. coaching, team briefings, training sessions etc.
o Applying special events to schedule well in advance e.g. public holidays.
o Make manual adjustments to schedule before go live to optimise projected performance and ensure required coverage.
o Ensure all schedule warnings are resolved in a timely manner.
o Adjust shrinkage to account for off-line activities already booked.
o Flag schedule issues to operations such as; times affected, service level predictions and agent requirements.
o Communicating any availability (‘white space’) to Operations to allow this time to be utilised productively.
o Attending regular meetings with team leaders, training department to provide input into scheduling issues / considerations.
o Negotiating off-line activity addition and removal from schedules with Team Leaders, Training and Ops when required.
• 10% - Other
o Building and maintaining relationships with key stakeholders that have information relating to contact impact.
o Feed any concerns back into the planning cycle.
o Work with Resource Planning Manager & Intraday Analyst to fully understand the WFM process and cycle.
o Provide support or backup to the rest of the WFM team where required.
So if you would like to be considered for this fantastic opportunity, then click apply today!
London, NW9
Competitive Salary
Company Overview
Telecom Plus PLC is a fully integrated multi-utility supplier, providing a range of essential services to residential households and small businesses. Trading as the Utility Warehouse, it supplies utility services (Gas, Electricity, Landline, Broadband and Mobile) to over 500,000 customers throughout the UK. It does not advertise, working instead in partnership with over 40,000 independent Distributors, who gather new customers by personal ‘word-of-mouth’ recommendation.
Telecom Plus received the Company of the Year award at the PLC Awards in 2009 and was named Best Telecommunications PLC at the UK Stock Market Awards in 2011 and 2012. The company has also received endorsements in the national press and consistent praise from Which? the UK’s leading independent consumer organisation.
Role Overview
The Resource Forecasting & Schedule Analyst is part of the workforce management team at Utility Warehouse, based in North London. They are responsible for the accurate daily and intraday forecast of call volumes, building robust advisor schedules which meet service level targets and ensure that the forecasted intraday demand is effectively staffed. This is an exciting role for an individual who is keen to be part a fast paced environment and is looking to progress their career within work force management.
Resource Forecasting & Schedule Analyst Role
• Work with the Resource Planning manager to understand the monthly forecast.
• Use historical trend analysis to create a weekly forecast based on the monthly forecast.
• Build daily and intraday forecasts within Impact 360, incorporating key dates within the week and month.
• Build advisor schedules within impact 360 to meet the demand of the daily forecasts.
• Optimise the schedules to ensure the best possible planned service level with current staffing levels.
Key Skills
• Experience of WFM technology & methodology, with recent and demonstrable experience in planning, forecasting and resource optimisation within a Contact Centre (knowledge of Impact 360 would be an advantage).
• Excellent numeracy skills, a statistical mind with a head for numbers.
• Expert level user of the Microsoft office suite, particularly Excel.
• The ability to take ownership and use initiative.
• Excellent attention to detail.
• Ability to work closely with management to achieve shared goals.
Responsibilities
• 45% - Short Term Forecasting
o Creation of campaign level forecast based on agreed window (e.g. 4 weeks ahead).
o Collation of contact intelligence derived from previous weeks’ data and also any future events known about for inclusion in forecast.
o Review and analysis of historical contact, AHT and Shrinkage data, normalising where required.
o Tracking of ‘special days’ using forecast Profiles and Pulse Notes and external tools where necessary.
o Application of weightings to forecast where appropriate.
o Editing and manipulating non-representative call spikes from forecast where necessary.
• 45% - Scheduling/Optimisation
o Schedule design – creation and maintenance of a best fit, dynamic schedule – considering all skill-sets etc.
o Creation of schedules within agreed publishing window for each campaign.
o Analysing schedule fit per queue to ensure accurate delivery of SL.
o Identify overtime requirements for the coming weeks – work with the operation to fill slots where the budget is available.
o Maintaining scheduling rules to ensure schedule fit is dynamic and automatic.
o Creation of floating events to ensure system optimises these automatically e.g. coaching, team briefings, training sessions etc.
o Applying special events to schedule well in advance e.g. public holidays.
o Make manual adjustments to schedule before go live to optimise projected performance and ensure required coverage.
o Ensure all schedule warnings are resolved in a timely manner.
o Adjust shrinkage to account for off-line activities already booked.
o Flag schedule issues to operations such as; times affected, service level predictions and agent requirements.
o Communicating any availability (‘white space’) to Operations to allow this time to be utilised productively.
o Attending regular meetings with team leaders, training department to provide input into scheduling issues / considerations.
o Negotiating off-line activity addition and removal from schedules with Team Leaders, Training and Ops when required.
• 10% - Other
o Building and maintaining relationships with key stakeholders that have information relating to contact impact.
o Feed any concerns back into the planning cycle.
o Work with Resource Planning Manager & Intraday Analyst to fully understand the WFM process and cycle.
o Provide support or backup to the rest of the WFM team where required.
So if you would like to be considered for this fantastic opportunity, then click apply today!