Forecast & Resource Planning Specialist

Dŵr Cymru Welsh Water; Cardiff; On-site; GBP 32,000 - 39,000; Full time

Job summary

Dŵr Cymru Cyf is seeking a Permanent Resource Planner in the Cardiff area to forecast and plan demand for multiple channels within the customer services function. You will develop forecasting models to ensure KPIs are met across short, medium and long-term horizons.

You will maintain WFM/WFO systems, analyse trends, and collaborate with the Planning & Performance team to deliver cost-effective staffing and service levels. Strong Excel and modeling experience are essential.

Qualifications

• Experience in Resource Planning and Demand Modelling.
• Experience influencing stakeholders to deliver effective plans.
• Experience operating Telephony & WFM/WFO systems.
• Ability to develop forecast models for a multi-channel contact centre.

Responsibilities

• Produce forecasts and resource plans for specific business areas to assist in achieving departmental targets over short-, medium- and long-term outlooks.
• Develop and utilise bespoke planning and forecasting models to meet KPIs cost-effectively.
• Maintain and operate WFM/WFO systems for forecasting and scheduling.
• Investigate contact centre metrics and trends to improve plans and forecasts for great customer service.
• Collaborate with Planning & Performance to support pan-Retail, multi-channel planning.
• Support in-day delivery of service levels through Real Time Analysis and track off-line exceptions.
• Embrace and improve current methods to embed best practice in the team.

Skills

Resource planning

Forecasting

WFM/WFO systems

Excel

Forecast models

Stakeholder communication

Multi-channel planning

Tools

CACI Forecaster

IBM Modeller

Job description

Dŵr Cymru Cyf is seeking a Permanent Resource Planner in the Cardiff area to forecast and plan demand for multiple channels within the customer services function. You will develop forecasting models to ensure KPIs are met across short, medium and long-term horizons.

You will maintain WFM/WFO systems, analyse trends, and collaborate with the Planning & Performance team to deliver cost-effective staffing and service levels. Strong Excel and modeling experience are essential.