Forecasting & Resource Planning Specialist

Dŵr Cymru Welsh Water; Cardiff; Sur place; GBP 32 000 - 39 000; Plein temps

Résumé du poste

Dŵr Cymru Welsh Water is seeking a Planning & Performance professional to produce forecasts and resource plans for key business areas, helping delivery of departmental targets across short-, medium- and long-term outlooks.

You will develop and refine forecasting models, operate WFM/WFO systems, and collaborate with the team to deliver a pan-Retail, multi-channel plan and real-time adjustments to maintain service levels for customers.

Qualifications

• Good experience of Resource Planning and Demand Modelling.
• Experience with influencing key stakeholders to deliver effective plans.
• Experience operating Telephony & WFM/WFO systems.
• Ability to develop forecast models for a multi-channel contact centre.
• Excel knowledge is essential; familiarity with modelling tools is desirable.

Responsabilités

• Produce forecasts and resource plans for specific business areas to assist in the delivery of departmental targets across short-, medium- and long-term outlooks.
• Develop and utilise forecasting models to ensure departments achieve KPIs cost-effectively.
• Maintain and operate WFM/WFO systems for forecasting and scheduling.
• Investigate contact centre metrics to improve plans and forecasts for great customer service.
• Collaborate with Planning & Performance to support a pan-Retail, multi-channel plan.
• Support in-day delivery of service levels via Real Time Analysis and track offline exceptions.
• Contribute to continuous improvement to embed best practices across the team.

Connaissances

Resource Planning

Demand Modelling

Stakeholder influence

Excel

Forecasting

Communication of insights

Outils

Excel

CACI Forecaster

IBM Modeller

WFM/WFO telephony systems

Description du poste

Dŵr Cymru Welsh Water is seeking a Planning & Performance professional to produce forecasts and resource plans for key business areas, helping delivery of departmental targets across short-, medium- and long-term outlooks.

You will develop and refine forecasting models, operate WFM/WFO systems, and collaborate with the team to deliver a pan-Retail, multi-channel plan and real-time adjustments to maintain service levels for customers.