WFM Planning & Scheduling Analyst

The Forecasting and Scheduling Analyst will be responsible for making sure staffing within the business is optimised and delivered across multiple client campaigns. The successful candidate will be required to work with complex capacity and forecasting models, build engaging schedule patterns to fit customer demand and utilise the WFM experience to manage and report on headcount to the wider business.

Key Responsibilities:

• Daily, weekly, monthly, and yearly forecasts for a variety of different business lines and customers.
• Model forecast and headcount scenarios using a variety of techniques including Erlang.
• Project staffing and recruitment requirements.
• Develop effective schedules that consistently meet the needs of the client(s).
• Schedule offline activities mitigating impacts to operational delivery.
• Review and process schedule change requests.
• Manage staff holiday balances and bookings.
• Produce reporting and analysis of key impacts to staffing levels.
• Work on continuous improvement projects with key stakeholders across the business

Competencies:

• Advanced MS Excel skills.
• Able to deliver complex information in a simplistic manner.
• Proactive and organised approach to tasks.
• A self-starter, able to work on own initiative.
• Knowledge of forecasting techniques is desirable.

Experience

• Proven analytical planning experience.
• Experience of working in a blended, multi-channel operation.
• Contact centre experience is essential

We Offer:

As well as a competitive salary, in return for your hard work, we also offer several tangible benefits such as:

• 20 days annual leave plus an Annual Wellbeing Day
• Hybrid working option
• Enhanced Company Sick Pay
• Company Pension and Group Life Scheme
• Staff discounts across our entire range
• Employee Assistance Programme, and much more…