Forecasting and Capacity Planning Analyst

What You'll Be Doing

Accountabilities & Responsibilities

• Understand drivers of customer demand to accurately forecast for Customer Service areas to enable service level predictions on a weekly rolling 12 month basis
• Understand customer base and different propensity of contact rates and preferred channel to enable future FTE requirements
• Provide insight for all departments by pulling the data from Work Force Management and communicating effectively with stake holders
• Ensure accurate staffing levels are driven through the forecasting process to meet the established demand and hit business KPI's
• Continually review staffing against plan and work to improve and deliver efficiencies to plan while not impacting Planning's relationship with the business.
• Produce weekly analysis on performance of each key planning input and the Performance in terms of items worked and backlog position.

What You'll Bring

Qualifications

• Degree-level qualification or equivalent professional experience

What We Offer

• A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
• A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover
• Up to 7.5% performance-related bonus scheme, as well as recognition awards for outstanding achievements
• A comprehensive healthcare plan through our company-funded scheme
• MyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions
• Best Doctors
• Salary Finance
• Wealth at Work courses
• Deals and discounts
• EVolve Car Scheme
• Employee Assistance Plan
• Mental health first aiders
• ShareBuy
• MORE Choices flexible benefits
• Enhanced parental leave schemes