Resource Forecasting & Schedule Analyst

Resource Forecasting & Schedule Analyst
London, NW9

Salary up to £32,000 p.a. plus an excellent benefits package

Would you like to work for one of the UK’s fastest growing companies? Do you want to work for a FTSE 250 Company that still has a strong family feel and sense of fun, when we are not working hard! Well, Telecom Plus PLC, trading as the Utility Warehouse, is all of this and more. We are the UK’s only fully integrated provider of a wide range of competitively priced utility services, spanning both the communications and energy markets and our growth is based upon 'word of mouth’ recommendations. And grow we do, because we are passionate about excellent customer service and are constantly looking to ensure that our customers’ have the best possible experience.

Role Overview and Responsibilities

Due to our continued expansion, our Resource Planning Team is looking to recruit an experienced Resource Forecasting & Schedule Analyst to be based in our offices in Colindale, North London. The successful candidate will be 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 using our WFM system (Impact 360). 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.

• 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;
• Other adhoc duties as required.

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.

If you think that this could be you, and you would like to work in a busy but buzzy work environment then we would love to hear from you!

So if you would like to be considered for this fantastic opportunity, then click apply today!

Applicants must be eligible to live and work in the UK.