Resource Planning and Forecasting Analyst

Salary: Up to £32,000

Hours: Full Time, 37.5 Hours per week

Duration: Permanent

Location: Bristol (Temple Meads)

About the role

Working predominantly with our customer service, sales, complaints and operational teams, you will be required to design, build and maintain various performance reports and forecasting models. You will be able to provide accurate data and root cause analysis enabling reductions in telephony, email and complaint volumes.

Your key accountabilities will be to:

  • Develop, improve and maintain our planning, forecasting and resource processes and systems that are in place to enable the effective management of our work volumes

  • Analyse data and spot trends to effectively resource plan the customer service, sales and operational teams – making recommendations on appropriate shift patterns

  • Using root cause analysis, research practices to influence resource requirements

  • Support on initiatives to improve our customer service levels, productivity and efficiency

  • Build and maintain daily, weekly and monthly reports for our Energy Advisors to enable Team Leaders to manage an individuals statistical and qualitative performance

  • Produce regular reporting packs for both the Management Team and the Senior Leadership Team

  • Ensure accurate resource and forecasting modelling is in place to enable operational and sales teams to hit its key performance indicators in the short, medium and longer term

  • Contribute to the design and implementation of processes and ensure effective documentation

  • Analysing call and staff forecasts to identify needs and corrections

  • The development of a continuous performance improvement culture, with a particular focus on capacity and under-performance against targets

  • Work with the Finance and People Team to ensure resource requirements can be integrated into clear recruitment and budget plans

  • Coaching and developing our Real Time Analyst including developing their reporting skills

  • Supporting all operational teams in contact & performance data related activities

About you

You must have:

  • Experience of workforce planning, forecasting or scheduling

  • Great communication skills and be a team player with the ability to build relationships across the organisation

  • An analytical and logical approach with the ability to apply creative solutions to resource constraints

  • Experience of using a range of analytical and workforce management techniques and systems

  • Experience in using Excel and other reporting tools to create accurate and high-quality reports that meet requirements of colleagues at different levels of the organisation

  • An ability to quickly adapt to changes in demand, work volumes and patterns

  • An organised approach, demonstrate strong work ethic, be self-motivated, results driven and able to meet deadlines

You will ideally have:

  • Experience of working in a large multi-skilled contact centre

  • Experience working in a project environment or using project management methodologies

  • Experience of managing and coaching others

Application details

Please submit your CV with a short covering letter to with the job title in the subject field.