Forecast and Capacity Manager

£45000 - £55000 per annum, Benefits: Bonus, LRPIP, Share Options, Life Assurance, Health Insurance, Store Discount.
Watford
Hertfordshire
Permanent
WFM
TC-TM-FCM1
CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.
 
Are you an experienced and forward thinking Forecast and Capacity Manager seeking an exciting new challenge?
 
We have been asked by a successful global retail brand to assist them with the appointment of a knowledgeable and ambitious Forecast and Capacity Manager to join their growing Customer Service operation as soon as possible. They are seeking someone who thrives in a fast-paced environment and is keen to take on a challenge. You will be expected to manage, lead and coach a small team of analysts and help create improvement opportunities through in-depth analysis of capacity, availability, and demand management. If you are an expert in contact centre operation technologies and/or data analysis, love coaching and managing a team and can build and maintain effective working relationships, we would love to hear from you.
 
Main Responsibilities:
  • Be able to manually model forecasts from historic data and statistics using advanced Excel and Erlang models.
  • Able to create and adapt a capacity/forecasting model or WFM (Workforce Management), in and out of Excel.
  • Set performance plans and maintain regular 121’s, providing consistent feedback, coaching and objectives for the team.
  • Manage a small team of real time analysts and review systems, methods, and areas of improvement to support the multi-channel operation.
  • Ensure there are adequate resources to serve the customer requirements within budget.
  • Create, maintain, and analyse customer driven capacity plans.
  • Advise and support the application of project management best practice.
  • Review systems, methods and plans to ensure efficient resource utilisation and communicate plans and forecasts to internal stakeholders.
  • Leading meetings supported by data and supplying relevant information highlighting concerns regarding actual and potential issues.
  • Continually monitor and review plans and make suitable adjustments when needed.
  • Support the Customer Service Manager and Supervisors with coaching around data analysis and trend spotting.
 
Skills and Knowledge:
  • MS PowerBI (preferable).
  • Data mining and/or report writing.
  • Expert in Contact Centre technologies and clear understanding of dashboarding tools.
  • Data analysis techniques, including advanced Excel.
  • Excellent presentation and communication skills.
  • Team building, project management and change management skills.
  • Highly organised and able to effectively prioritise.
  • Ability to collate large amounts of data and identify key points of data outputs.
  • Ability to deliver measurable results.
 
Benefits:
  • Annual bonus
  • Long range performance incentive plan
  • Share options
  • Life insurance 2 x salary
  • Health insurance
  • 10% store discount
 
This is an exciting time to join such a prestigious brand and be part of some major projects over the next year. For more information, please contact Tim Campion on 0208 989 7779 / tim@ccprecruitment.com.
 
CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.

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