Forecasting & Planning Consultant

About the Role

We’re seeking an experienced Forecasting & Planning Consultant to provide a wide range of operational support & WFM service delivery. You will be the business Forecasting & Planning expert to produce forecasting and capacity planning business models, & wide range of data analysis to support the capacity planning process for the operations teams. 

This is an excellent opportunity to work for a leading brand, work within an incredible leadership team & be an expert in your area.  
The role will be a hybrid model 3 days on site & 2 days WFH.
You will:

  • Assist with the business WFM strategy - Demand forecasting & capacity planning process, engagement with stakeholders as an expert for WFM.
  • Establish and deliver a resource planning approach using historic data to forecast demand and resource requirements – daily/ weekly/ monthly. 
  • Review business process performance & Planning plan, through business insight & root cause analysis, to
  • Identify planning risks and opportunities to make strategic improvements
  • Optimise resource planning and scheduling processes to achieve service levels.
  • Work with & support the Senior Operational Leaders 
  • You will be tasked with managing the Data & Trends Analysis
  • Governance & Administration of WFM Tools
  • Carry out strategic resource planning & business change management plans.
Required experience:
  • Senior Contact Centre WFM background
  • Resource Planning Senior Leader in a complex Customer Service/ Customer Care operation in the past. 
  • Excel & Power BI experience essential
  • WFM experience ideally IEX
  • Proven experience of producing accurate forecasting models
  • Statistical techniques across multiple service channels (call/ chat/ emails)
  • Extensive Senior leadership experience 
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