Private: Space NK

Forecasting & Capacity Planning Analyst (9-12 month FTC)

Main Purpose of the Role:

To work across all disciplines of capacity planning, multi-channel contact volume forecasting, dashboard reporting and providing insight to customer operations.

To deliver forecasting, capacity planning and operational analytics to achieve the business requirements while ensuring that service levels to customers are achieved at the target levels.

Main Responsibilities:

• Understand drivers of customer demand to accurately forecast for Customer Service Contact Centre to enable service level predictions on a weekly rolling 12-month basis.
• Understand customer base and different propensity of contact rates across different contact channels and preferred channel to enable future FTE requirements.
• Build capacity plan model and maintain this to enable us to predict Customer Service areas staffing levels and service levels.
• Identify resourcing requirements by tracking attrition, modelling absence and call handling trend analysis.
• Provide advice and guidance for ‘what if’ scenarios, with appropriate modelling to support where required.
• Provide insight on annual leave.
• Ensure accurate staffing levels are driven through the forecasting process to meet the established demand and hit business KPI’s.
• Support Team Leaders in management and analysis of Intraday performance specifically in regards to effective management of incoming phone, chat and email volumes, service levels, and schedule adherence.
• Work closely with team leaders to pro-actively identify real time “hot spots” and take appropriate actions to minimise any impacts.
• Work with the business to gain support and buy in for the required staffing rotas and shrinkage measures in plan.
• Continually review forecasts and schedules to identify performance improvements and cost efficiencies.
• Provide feedback and impact analysis on unplanned events.
• Identify risks and ensure all steps are taken to resolve where possible and these are escalated where appropriate.
• Continually review staffing against plan and work to improve and deliver efficiencies to plan while not impacting the Customer Contact Centres relationship with the business.
• Track performance of forecasts and report areas of variance.
• Provide support to the Head of Customer Experience as required at the weekly operational and trading meetings.
• Produce weekly analysis on performance of each key planning input.
• Use data and insights on attrition to inform recruitment needs.

Skills, Qualifications & Experience

• Demonstrable experience and/or accreditation status in a similar role in a resource planning team in a multi-skilled, multi-channel contract centre environment and/or professional qualification (degree in Resource Planning)
• A full understanding of and experience using various forecasting methodologies to forecast for phones and digital channels.
• Experience calculating gross and net FTE by incorporating shrinkage and other staffing factors such as occupancy, sickness, training, other offline time.
• Strong understanding of contact centre dynamics and end to end planning cycle.
• Experience in building capacity plan models from scratch and able to calculate FTE using erlang.
• Experience of providing insight into Operations team.
• Results focussed with a passion for customer service and experience.
• Solid business and commercial awareness.
• Experience of WFM systems i.e., Verint Impact 360, Avaya is a plus but not vital.
• Experience of Zendesk is a plus but not vital.
• Strong demonstrable experience of using MS Excel.
• Strong problem solving, analysis, planning, organising and stakeholder management skills, with the ability to communicate effectively at all levels.