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Forecasting Analyst
Berkshire

About the Role

We are seeking a highly experienced, influential Contact Centre Forecasting Analyst to join a large, impressive organisation in a period of rapid and exciting change.

This is a fantastic opportunity for someone who has a superb background in resource planning and forecasting in multi-channel contact centres across multiple sites.

Key Responsibilities:


  • responsible for forcast planning - medium and long term planning for the contact centre
  • Provide management with call flow patterns to allow them to effectivly manage the contact centre FTE.
  • Effectivly communicate FTE planning and risk areas
  • Ensure the accurate delivery of the forecasting and resource models, continually adapting these in line with trends/customer changes/forecasts.¬†


The successful individual must possess:


  • Previous experience as a resource planning/ forecasting analyst
  • In depth knowledge and experience of contact centre productivity tools (WFM software)
  • Experience and knowledge of working with contact centre forecasting and planning models
  • Experience of resource planning/ Real time/ forecasting function in a multi-site, blended contact centre environment.
  • Excellent understanding of call centre practices, KPIs etc.


This is a terrific post for an individual who is seeking a challenging, multi-site, on and offshore role within an exciting and progressive organisation.



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