Planning Specialist

Dwr Cymru Cyf; Cardiff; On-site; GBP 32,000 - 42,000; Full time

Job summary

Dwr Cymru Cyf is seeking an experienced planning professional to forecast and plan for multiple business areas, ensuring KPIs are met in a cost-effective way. You will maintain WFM/WFO systems and develop multi-channel forecast models, collaborating with the Planning & Performance team to deliver enhanced service levels.

You will analyse real-time data, communicate insights to senior stakeholders, and drive continuous improvements in forecasting methods across the contact centre environment.

Qualifications

• Experience in resource planning and demand modelling.
• Proven ability to communicate insights clearly to stakeholders.
• Knowledge of forecasting tools and Excel proficiency.

Responsibilities

• Produce forecasts and resource plans for specific business areas to support department targets over short-, medium-, and long-term outlooks.
• Develop and utilise forecasting models to help departments meet KPIs cost-effectively.
• Maintain and operate WFM/WFO systems for forecasting and scheduling.
• Investigate contact centre metrics to improve plans and forecasts for better customer service.
• Collaborate with Planning & Performance teams to support a pan-Retail, multi-channel plan.
• Support in-day service levels through Real Time Analysis and track offline exceptions.
• Challenge current methods to embed best practice across the team.
• Influence key stakeholders to deliver effective plans.
• Operate and maintain telephony and WFM/WFO systems.
• Develop forecast models for a multi-channel contact centre environment.
• Identify potential future issues and propose mitigations.

Skills

Resource planning

Forecasting

Excel

Real Time Analysis

Stakeholder communication

Demand modelling

Tools

CACI Forecaster

IBM Modeller

Job description

• Produce forecasts and resource plans for specific business areas to assist in the delivery of departmental targets covering short-, medium- and long-term outlooks
• To develop when required and effectively utilise bespoke planning and forecasting models to ensure that departments can achieve their KPIs in the most cost-effective manner
• To maintain and operate our WFM/WFO systems for forecasting and scheduling purposes
• Investigation of various Contact Centre metrics and trends to continuously improve the plans and forecasts to achieve great service for our customers
• Working collaboratively with the wider Planning & Performance team to support the development of a pan-Retail, multi-channel plan.
• When required, support in-day delivery of service levels through Real Time Analysis to ensure employee schedule adherence and management and tracking of off-line exceptions
• You will embrace a forward thinking culture and continue to challenge and improve current methods to ensure that best practice is embedded throughout the team. Good experience of Resource Planning and Demand Modelling
• Good experience of working with and influencing key stakeholders in an organisation to help deliver effective plans
• Good experience of operating and maintaining Telephony & WFM/WFO systems
• Ability to develop forecast models for a multi-channel contact centre environment.
• Good knowledge of Excel is essential
• Knowledge of advanced modelling tools such as CACI Forecaster or IBM Modeller (or similar) - Desirable, not essential
• Proven track record of delivering effective resource planning
• Ability to communicate insights and meaning to all levels of seniority in a way which delivers the message clearly and succinctly.
• Ability to identify and highlight potential future issues that could impact the business and propose mitigation to avoid them.