United Kingdom Permanent £30,000-£40,000pa

Job description

Are you an experienced Forecasting and Scheduling Manager? 

Do you thrive within fast paced environments; to deliver and enhance the ongoing growth of the company?

If you answered yes to both of those questions, this could be the ideal role for you!

Reporting into the Head of Resource Management, the successful person will be responsible for making sure staffing within the business is optimised and delivered across multiple client campaigns. The Forecasting and Scheduling Manager will be required to work with complex capacity and forecasting models, build engaging schedule patterns to fit customer demand and utilise the WFM platform to manage and report on headcount to the wider business.

Responsibilities

  • Managing the forecasting department daily including coaching and developing two forecasting and scheduling analysts
  • Daily, weekly, monthly, and yearly forecasts for a variety of different business lines and customers.
  • Ability to understand and adapt to client and operational needs and demands at pace.
  • Model complex forecast and headcount scenarios using a variety of techniques including Erlang.
  • Project staffing and recruitment requirements.
  • Develop effective schedules that effectively meet the needs of the client(s).
  • Schedule offline activities mitigating impacts to operational delivery.
  • Review and processes schedule change requests.
  • WFM maintenance and updates.
  • Manage staff holiday balances and bookings.
  • Produce reporting and analysis of key impacts to staffing levels.

Competencies

  • Excellent communication skills, both written and verbal
  • Advanced MS Excel skills.
  • Able to deliver complex information in a simplistic manner.
  • Proactive and organised approach to tasks.
  • A self-starter, able to work on own initiative.
  • Knowledge of forecasting techniques is desirable.

Experience

  • Proven analytical planning experience.
  • Experience of working in a blended, multi-channel operation.
  • Experience of working on a WFM system.
  • Contact centre experience is essential
  • Minimum 2 years’ experience within a management position

We Offer: In return for your hard work, you will receive a great deal of recognition for your work, but we also offer several tangible benefits such as:

  • The opportunity to gain further qualifications through external training
  • Excellent career progression and training opportunities
  • Employee pension
  • A great working environment with a fantastic team of people
  • Working from home permanently with allowance

Hours: 40 hrs per week, Monday to Friday, some flexibility required. 

Disability in the Workplace: Please note, go-centric are a certified Disability Confident employer, and subscribe to the guidance in the Two Ticks Scheme. Under the Equality Act 2010 we, as the employer, are legally obligated to interview anyone with a disability that meets the minimum criteria for the post, offering any reasonable adjustments that may be required to complete the recruitment process and/ or the role itself. For more information regarding this please visit: www.direct.gov.uk/en/DisabledPeople/Employmentsupport/LookingForWork/DG_4000314 To disclose any information regarding a disability that requires additional support during the recruitment journey, i.e. Job Descriptions in large print, please contact the Recruitment Department by emailing us or by calling 0333 014 4401.

Start date Flexible
Location United Kingdom
Salary £30,000-£40,000pa
Hours per week 40
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