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

Job Requisition Number 8921
Work Type Permanent
Job Function Customer Services
Salary Range £35,833.00
Base Linea
If you would like further information on this role, please contact [e-mail]
What you will be responsible for

• 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.
  

About You

• 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.

Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT
© Dŵr Cymru Cyf 2019.