Forecasting & Capacity Planning Analyst

Competitive Salary

BGL Customer Services

Full-time
Peterborough
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BGL Customer Services is part of the BGL Group, one of Peterborough’s leading employers.
 “We’d like you to join us!”
Do you want to work for an award-winning company which has recently won the gold award for Large Contact Centre of the Year at the European Contact Centre & Customer Service of the Year awards? For the third consecutive year we have also won North East Contact Centre of the Year.
We’re very proud of our achievements and are looking for passionate people who put everything they have into everything they do, helping create seamless customer experiences.
We have an exciting opportunity for you to join our organisation as a Forecasting & Capacity Planning Analyst to accurately forecast the customer demand by understanding and predicting key drivers behind customer interaction.
Our Resource Management team is responsible for optimising BGL Customer Services performance through accurate and timely forecasts, provided to the scheduling team and other internal stakeholders. Joining the team as a Forecasting & Capacity Planning Analyst, it’ll be down to you to deliver high class resource planning across BGL Customer Services.
You will be responsible for ensuring continuous achievement of our Client SLA’s, forecasting customer demand (multi-channel), forecasting headcount requirements within the Operation and developing our resource planning capabilities through the effective deployment of relevant technologies.
You must be able to demonstrate:
  • Strong analytical skills
  • Experience of working in Planning, Forecasting & Scheduling
  • Complete understanding of Resource Planning (including terminology & concept)
  • Strong knowledge of WFM tools
  • Great attention to detail
  • Able to achieve results in short periods of time
  • Excellent communication, both written and verbal
  • Good working knowledge of Microsoft Packages, particularly Excel
  • Flexibility
 For more details please refer to the Role Profile attached.
 
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