Strategic Planning & Forecasting 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

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.