Forecasting Analyst
Salary: 23k - 30k plus bens |
Date: 28-12-2009
Location: Coventry |
Job Ref: FA/cv
The overall purpose of the Forecasting Analyst is to forecast customer activity and resource requirements for the Contact Centres.
To fully understand and incorporate all business factors impacting the departments supported by Operational Planning.
Own Forecasting activity for each supported area of the business.
Responsible for the design, build and maintenance of long, mid and short term forecasting models to achieve accurate forecasts for all designated areas.
Ensure delivery of call volume and AHT forecasts to best facilitate efficiency and SLA achievement for each area and sub sets of each area.
Own the relationship with key forecasting stakeholders e.g. Billing, Marketing, CSM’s, Finance.
Measure and report all forecasted activity against actual performance to ensure accuracy of forecasting models, detailing variance and reasons.
Work closely with Functional heads and assess impacts of Business change.
Communicate key factors influencing forecasts and budget.
Experience of contact centre processes and contact dynamics.
Advanced knowledge of Excel and ACD systems.
Advanced knowledge of workforce management systems.
Strong Analytical and problem solving skills.
Good financial disciplines.
A full spec on application.
Contact: Paul Buckland
Email: paul@careerpathuk.com
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