Strategic Planning Analyst
My client is looking Strategic Planning Analyst to join a Contact Centre and this role is key to the success of this company's resource planning lifecycle, ensuring operational efficiency and high standards of patient care. The successful candidate will be responsible for:
- Developing and maintaining a robust Strategic Planning framework in line with industry best practices and company goals.
- Using various data inputs to create highly accurate forecasts for multiple channels, including Front Office, Back Office, Outbound, and Digital.
- Tracking and improving Forecasting and Scheduling performance to maintain stakeholder confidence.
- Influencing Call Centre Managers on Strategic Planning activities and providing expert knowledge on supply/demand drivers, shift design, and efficiency opportunities.
- Optimising planned resources to balance customer service, cost, and employee engagement.
The successful candidate will deliver best-in-class service with ongoing process development, adopting new ideas while maintaining proven concepts. They will integrate transformational activities, recruitment recommendations, attrition forecasts, and normalized forecast demand into an accurate capacity plan. They will also contribute to the wider Resource Planning Cycle, representing Strategic Planning opportunities and ensuring an aligned cycle of service.
The Strategic Planning Analyst will report to the Strategic Planning Manager and manage all elements of the strategic time window (greater than 9 weeks) across various contact centre environments. This is a senior analyst role responsible for designing and delivering long-term strategic plans, including forecast methodology, recruitment recommendations, and capacity planning model development.
The role offers flexible work arrangements, including remote work options, and professional development opportunities.
Key Responsibilities:
- Develop and maintain a robust Strategic Planning framework in line with industry best practices and company goals.
- Use various data inputs to create highly accurate forecasts for multiple channels, including Front Office, Back Office, Outbound, and Digital.
- Track and improve Forecasting and Scheduling performance to maintain stakeholder confidence.
- Influence Call Centre Managers on Strategic Planning activities and provide expert knowledge on supply/demand drivers, shift design, and efficiency opportunities.
- Optimise planned resources to balance customer service, cost, and employee engagement.
Knowledge and experience:
- Substantial experience working within a contact centre environment.
- Demonstrable experience in creating cost-effective Capacity Plans using large volumes of data.
- Expert knowledge of Forecasting techniques, Capacity Planning, and Erlang methodologies.
- Advanced Excel skills and experience with complex data analysis.
- Experience working in a digital environment (social media, web chat, email) alongside inbound/outbound calls.
Applicants must be located and eligible to work in the UK without sponsorship.
Please note, should feedback not be received within 28 days, unfortunately your application has been unsuccessful. In applying for this role, you may be registered on our database so we can contact you about suitable opportunities in future. Your data will be managed in accordance with our Privacy Policy, which can be found on our website.
If you would like this job advertisement in an alternative format, please contact MERJE directly.