Planning Analyst - Customer Experience

Hays Business Support • Permanent • Cardiff, Cardiff, Wales, United Kingdom • £35.83k / year • 2d ago

Your new role

Produce forecasts and resource plans for specific business areas to assist in the delivery of departmental targets.
Develop and effectively utilise bespoke planning and forecasting models to ensure that departments can achieve their KPIs in the most cost-effective manner.
Maintain and operate workflow systems for forecasting and scheduling purposes.
Analysis of various Contact Centre metrics and trends to continuously improve the plans and forecasts.

What you'll need to succeed

Experience of Resource Planning and Demand Modelling
Experience of working with and influencing key stakeholders in an organisation to help deliver effective plans
Experience of operating and maintaining Telephony & WFM/WFO systems
Ability to develop forecast models for a multichannel contact centre environment.
Good knowledge of Microsoft Excel
Proven track record of delivering effective resource planning
Ability to communicate insights and meaning to all levels of seniority in a way which delivers the message clearly and succinctly.
The ability to identify and highlight potential future issues that could impact the business and propose mitigation to avoid them.

What you'll get in return

25 days annual leave plus bank holidays
Buy annual leave
Pension Scheme
Free eye tests
On-site parking

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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