Forecasting, Planning & MI Analyst - Contact Centre

Nuffield Health; Epsom; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Forecast, Planning and Performance Manager to enhance operational efficiency and customer experience. This role involves advanced forecasting techniques, resource load balancing, and team leadership to drive performance in a dynamic environment. The company values employee wellbeing and offers a comprehensive benefits package, including gym memberships and health assessments. Join a passionate team dedicated to making a positive impact on the UK's health and wellbeing. If you're a strategic thinker with a knack for data-driven decision-making, this is your chance to shine in a rewarding role.

Benefits

Free gym membership

Health assessments

Retail discounts

Pension options

Qualifications

• Advanced expertise in forecasting techniques and Excel models.
• Strong commercial and financial awareness with analytical skills.

Responsibilities

• Accountable for Business Services forecasts and resource planning.
• Lead team to optimize agent performance and enhance customer experience.

Skills

Forecasting Techniques

Excel Modeling

Resource Load Balancing

Commercial Awareness

Analytical Thinking

Communication Skills

Tools

Cxone

Calabrio

Job description

Forecast, Planning and Performance Manager

Epsom/Hybrid | Business Service Capacity | Permanent | Full-Time

Competitive salary, depending on experience

37.5 hours per week

Nuffield Health is the charity that’s building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes – we’ll do whatever it takes to look after the UK’s wellbeing. It starts with passion and commitment to quality. It starts with you.

As a Forecast, Planning and Performance Manager, you possess advanced expertise in forecasting techniques, including the ability to manually forecast using sophisticated Excel models and Erlang formulas. You understand resource load balancing in customer contact channels, can link forecasts to financial impacts, and are proficient with Contact Centre technologies (e.g., Cxone, Calabrio).

You have strong commercial and financial awareness, with the ability to translate forecasting data into potential financial impacts and understand how all Contact Centre KPIs contribute to overall business performance.

You are a strong communicator and analytical thinker with commercial insight, and attention to detail, with a focus on enhancing the customer experience.

As our Forecast, Planning and Performance Manager you will:

• Be accountable for Business Services forecasts, considering capacity issues for people, systems, and infrastructure in both front and back office.
• Incorporate all planned and proposed changes into budget and operational plans for Business Services.
• Ensure forecasts are operationalized into viable resource plans to support business needs.
• Support efficient coordination of resources, service levels, future planning, revenue targets, and optimized performance.
• Lead and develop the team to optimize agent performance through process improvements.
• Focus on the customer journey while maximizing efficiencies and developing management information (MI) and dashboards for ongoing performance monitoring.
• Review all pipeline activities, including customer contact across various channels, and plan resources for future projects and contract mobilization.
• Maintain regular contact with senior stakeholders to address potential impacts on forecasting and operational performance.
• Drive contact centre performance to ensure consistently exceptional service for every customer, every time.

Helping you feel good.

We want you to love coming to work, feeling healthy, happy and valued. That’s why we’ve developed a benefits package with you in mind. Here, you can choose from a range of fitness, lifestyle, health and fitness wellbeing rewards, such as free gym membership, health assessments, retail discounts and pension options.

At Nuffield Health, we take care of what’s important to you.

If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it’s a good idea to apply right away to ensure you’re considered for this role.

Apply today… It starts with you.