Job Description
Salary: Starting at £33,298 per annum
Location: Enderby, Leicester. The position will be hybrid, with 2/3 days in the office and the remaining working from home.
Shift: Monday to Thursday 9am to 5pm & Friday 9am to 4.45pm (36 hours per week)
About the team:
Working within the Management Information team, you will influence decisions that have a real impact on the future direction of Next Customer Service Operations within our contact centres.
Utilising your analytical ability to see the trends and issues that data is showing will enable you to deliver insights that tell a story, guiding our planning and decision making.
You will:
- Providing expert knowledge on the forecasting & scheduling methodology, automation of administrative work and impact assessments.
- Drive understanding into performance & provide insight on performance to ensure delivery of key service metrics.
- Contribute to the wider Resource Planning Cycle, representing scheduling and tactical planning opportunities, processes and opinions ensuring that an aligned cycle of service is achieved.
- Support the Resource Planning Manager across the Planning Lifecycle with process and analyst development.
- Own shift creation, design and implementation and development.
- Be responsible for the budget, demand and capacity planning processes.
- Partner with operational teams and act as a key interface between senior operational stakeholders and the planning analyst and administrators.
- Create a structured review process of performance vs plan.
- Lead the design, creation and continuous improvement of Planning and Forecasting models, enhancing, & developing the teams forecasting and capacity planning capability (Single / Multi / Omni Channel).
About you:
As a minimum requirement you will have:
- Demonstrable experience of working in a resource planning contact centre environment, specifically in forecasting and capacity planning.
- Experience of working with a WFM system.
- Experienced in analytical problem solving, data translation and storytelling.
- Advanced Microsoft Excel and PowerPoint skills.
- Be able to reference best in class planning methodologies and processes.
- Proven experience in influencing senior stakeholders to deliver operational improvements.
- Ability to present analysis and findings in a succinct way.
- Knowledge of data visualisation tools and methods such as Power BI or Tableau.
- Demonstrable forecasting experience.
Preferable:
- Experience of working with Aspect EWFM or Genesys WFM.
- Understanding of Database Systems, with SQL knowledge or Programming Knowledge (R, Python, SAS etc) preferably.
- Experience of working in a digital environment (social media, web chat, email) alongside inbound/outbound calls.
- Advanced PC and MS Office skills.
- Experience of change management.
What’s Next:
Press the apply button now to start your application. Once you have applied for the job, we will initially consider your skills and experience based on your CV and application. If you match our criteria we will be in touch to arrange a telephone interview to find out more about your job history and more about you as a person.
All successful applicants will be subject to criminal & credit checks in line with our Reference Policy. In order to apply for this position you must not have had an unsuccessful application for a similar role in 6 months.
In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. This role is not one we would typically consider for sponsorship under the Skilled Worker route due to, for example, the relevant Home Office requirements on skills level, not being met. Candidates are therefore encouraged to consider their own right to work options without Next sponsorship.
Job Types: Full-time, Permanent
Salary: From £33,298.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- On-site parking
- Work from home
Schedule:
- Day shift
- Monday to Friday
Supplemental pay types:
- Bonus scheme
- Quarterly bonus
Application question(s):
- Do you have experience of working in a resource planning contact centre environment, specifically in forecasting and capacity planning?
Work Location: In person
Reference ID: 8431