About this role
Job Requisition Number 8921 Work Type Permanent Job Function Customer Services Salary Range £35,833.00 Base Linea If you would like further information on this role, please contact [email protected] What you will be responsible for Produce forecasts and resource plans for specific business areas to assist in the delivery of departmental targets covering short-, medium- and long-term outlooks To develop when required and effectively utilise bespoke planning and forecasting models to ensure that departments can achieve their KPIs in the most cost-effective manner To maintain and operate our WFM/WFO systems for forecasting and scheduling purposes Investigation of various Contact Centre metrics and trends to continuously improve the plans and forecasts to achieve great service for our customers Working collaboratively with the wider Planning & Performance team to support the development of a pan-Retail, multi-channel plan. When required, support in-day delivery of service levels through Real Time Analysis to ensure employee schedule adherence and management and tracking of off-line exceptions You will embrace a forward thinking culture and continue to challenge and improve current methods to ensure that best practice is embedded throughout the team. About you Good experience of Resource Planning and Demand Modelling Good experience of working with and influencing key stakeholders in an organisation to help deliver effective plans Good experience of operating and maintaining Telephony & WFM/WFO systems Ability to develop forecast models for a multi-channel contact centre environment. Good knowledge of Excel is essential Knowledge of advanced modelling tools such as CACI Forecaster or IBM Modeller (or similar) - Desirable, not essential 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. Ability to identify and highlight potential future issues that could impact the business and propose mitigation to avoid them. Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT © Dŵr Cymru Cyf 2019.