Planning Specialist

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

Job summary

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.

Responsibilities

• 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.

Skills

Resource Planning

Demand Modelling

Stakeholder influence

Excel

Forecasting

Communication of insights

Tools

Excel

CACI Forecaster

IBM Modeller

WFM/WFO telephony systems

Job description

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City: Cardiff

Address: Cardiff, Wales, GB, CF3 0LT

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

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