Contact Centre Forecasting Analyst - MERJE | Niche Recruitment
BRINGING TALENT TOGETHER
0203 637 1600 / 0161 883 2740

Contact Centre Forecasting Analyst

North West | £200 - £300 | Contract

The Forecasting & Resource Planning Analyst owns the demand forecasting, capacity and staff planning for multiple clients across the contact centres. Additional responsibilities include accurate interval call and AHT forecast and at the network level and the scheduling, holiday, administration and shift bidding functions.

The Client– Global Organisation

This Client does not provide sponsorship.

The role

  • Partner with Global Customer Service leaders and Finance to ensure demand planning inputs are accounted for accurately in our contact centre resource plans.
  • Ensure consistent processes for managing staffing requirements for both partner and proprietary contact centres.
  • Own the process for accurately procuring hours based on contract guidelines.
  • Owns the Demand Forecast and Staff Plan process and ensure alignment with the outsource partners contracts with regard to monthly and weekly changes in procured productive hours. Also ensures consistency with regard to:
    • FTE estimates, productive hours and scheduled hours inputs to Financial Plans.
    • Capacity planning inputs and updates
    • FTE estimates and hiring plans for internal centres and outsource partners
    • Coordinate and plan training requirements and other off-phone activity in partnership with Training and Management teams
    • Creating daily/weekly/monthly call centre forecasts using Aspect eWorkforce Management.
    • Tracking and analysing ½ hourly/daily call arrival and AHT patterns to ensure agent schedules are optimized to achieve ½ hourly service level goals.
    • Providing ½ hourly staffing requirements to ensure that staffing is optimized to meet the best call volume patterns and improve schedule optimization.

 

Key Requirements-

  • 3+ years’ experience Forecasting, Capacity and Staff Planning
  • 3+ years’ experience using a workforce management system (preferably Aspect eWFM 7.0 or higher to accurately forecast call pattern and schedule agents in a call centre environment
  • 3+ years’ experience using Avaya CMS (preferably Avaya or higher to accurately monitor call routing, service levels and agent activities.
  • Outstanding decision making ability and ability to work independently
  • Understanding of the impact of staffing shortages to a contact centre’s ability to provide service to customers.
  • A critical thinker with the ability to contribute to challenging assignments in a business-critical environment.
  • Outstanding analytical skills and ability to see trends and patterns in data
  • Advanced Microsoft Excel skills required, SQL experience a plus
  • Extensive familiarity with software applications including MS Excel.
  • Knowledge in use of Access, CMS, Aspect Suites, and Business Objects a plus.

 

Contact Centre Forecasting Analyst | Manchester

To discuss this position further contact:

Sam Elvin
0161 883 2752 / 07977 227 109
selvin@merje.com

Ref code: SE/14284
Date posted: 12/02/2018

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Customer Contact Testimonial One

What makes the difference between MERJE and other agencies is the simple principle that they take the candidates seriously and are absolutely open and honest. A consistent factor is that they never disappear; candidates are supported before and after interviews, and receive constructive feedback from agents who are always professional.

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Process Improvement Manager, Global Financial Services Organisation

What makes the difference between MERJE and other agencies is the simple principle that they take the candidates seriously and are absolutely open and honest. A consistent factor is that they never disappear; candidates are supported before and after interviews, and receive constructive feedback from agents who are always professional.

Financial Crime & Fraud Testimonial One

MERJE has a very good understanding of the AML markets and won’t put someone forward if they don’t think they’re capable or qualified. They regularly update you and you get the sense that they care about their clients, as well as the person they’re putting forward. All-in-all an excellent experience.

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MERJE has a very good understanding of the AML markets and won’t put someone forward if they don’t think they’re capable or qualified. They regularly update you and you get the sense that they care about their clients, as well as the person they’re putting forward. All-in-all an excellent experience.

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MERJE was not only very well organised, they had good communication skills and, more importantly, a thorough understanding of the business I was joining. They provided excellent guidance and support throughout a challenging process and the role has presented exactly the right challenge at this stage in my career.

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MERJE were an excellent help and have successfully placed over 5 candidates with me over the past 2 years. I always find their candidates to be more experienced than their competitors and they take a genuine approach to their work. They are very professional and friendly and I would highly recommend their services to potential clients who are looking to recruit.

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MERJE were an excellent help and have successfully placed over 5 candidates with me over the past 2 years. I always find their candidates to be more experienced than their competitors and they take a genuine approach to their work. They are very professional and friendly and I would highly recommend their services to potential clients who are looking to recruit.

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