About this role
<table style="width:43%" border="0" cellspacing="1" cellpadding="1"> <tbody> <tr> <td style="width:45%"><span style="color:#000000"><strong>Job Requisition Number </strong></span></td> <td style="width:55%"><span style="color:#000000">8921 </span></td> </tr> <tr> <td style="width:45%"><span style="color:#000000"><strong>Work Type</strong></span></td> <td style="width:55%"><span style="color:#000000">Permanent</span></td> </tr> <tr> <td style="width:45%"><span style="color:#000000"><strong>Job Function</strong></span></td> <td style="width:55%"><span style="color:#000000">Customer Services</span></td> </tr> <tr> <td style="width:45%"><span style="color:#000000"><strong>Salary Range</strong></span></td> <td style="width:55%"><span style="color:#000000">£35,833.00 -£39,163.00 </span></td> </tr> <tr> <td style="width:45%"><span style="color:#000000"><strong>Base</strong></span></td> <td style="width:55%"><span style="color:#000000">Linea</span></td> </tr> <tr> <td style="width:45%"><span style="color:#000000"><strong>Closing Date</strong></span></td> <td style="width:55%"><span style="color:#000000">Thursday 30th July 2026 at 23:59</span></td> </tr> </tbody> </table> <p> </p><p> </p> <p>If you would like further information on this role, please contact [email protected]</p> <p> </p> <p> </p> <p> </p> <p><span style="text-decoration:underline">What you will be responsible for </span></p> <p> </p> <ul> <li>Produce forecasts and resource plans for specific business areas to assist in the delivery of departmental targets covering short-, medium- and long-term outlooks</li> <li>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</li> <li>To maintain and operate our WFM/WFO systems for forecasting and scheduling purposes</li> <li>Investigation of various Contact Centre metrics and trends to continuously improve the plans and forecasts to achieve great service for our customers</li> <li>Working collaboratively with the wider Planning & Performance team to support the development of a pan-Retail, multi-channel plan.</li> <li>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</li> <li>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.</li> </ul> <p> </p> <p> </p> <p><span style="text-decoration:underline">About you</span></p> <p> </p> <p> </p> <ul> <li>Good experience of Resource Planning and Demand Modelling</li> <li>Good experience of working with and influencing key stakeholders in an organisation to help deliver effective plans</li> <li>Good experience of operating and maintaining Telephony & WFM/WFO systems</li> <li>Ability to develop forecast models for a multi-channel contact centre environment.</li> <li>Good knowledge of Excel is essential</li> <li>Knowledge of advanced modelling tools such as CACI Forecaster or IBM Modeller (or similar) - Desirable, not essential</li> <li>Proven track record of delivering effective resource planning</li> <li>Ability to communicate insights and meaning to all levels of seniority in a way which delivers the message clearly and succinctly.</li> <li>Ability to identify and highlight potential future issues that could impact the business and propose mitigation to avoid them.</li> </ul> <p> </p> <p> </p><p> </p> <p> </p> <p>Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT</p> <p>© Dŵr Cymru Cyf 2019.</p>