In association with

Customer & Colleague Planning Analyst (12 month fixed term contract), Glasgow or Newcastle

Role: Customer & Colleague Planning Analyst (12 month fixed term contract)
Company: Tesco Bank
Location: Glasgow or Newcastle
Expiry Date: 24/09/2017
Salary: Not disclosed

We are looking for an experienced forecasting analyst to assist the needs of our Customer Service Department for all aspects of demand and resource planning. In this role you will support the high level business plans and budget, working within the risk framework to deliver the best service. 
Key Responsibilities: 

  • Long Term forecasting for all media types and appropriate resource allocation work;
  • Working with commercial and business colleagues to translate plans to demand/ capacity;
  • Delivering all planned services and objectives within budget;
  • Support the team and operation with the recruitment & seating plan for all customer facing representatives;
  • Ensure that all off line activities are managed and coordinated efficiently and balance customer and business requirements;
  • Support my team in administering our Contact Centre management systems;
  • Provide analysis to support demand and capacity planning and business improvement opportunities;
  • Deliver innovative resource solutions;
  • Follow the identified risk framework within the team, identifying any concerns;
  • Ensuring process documents are created and/or maintained;
  • Create demand forecasts; working with commercial plans;
  • Create and maintain dynamic forecasting models from 15 minutes to 5 years.

What we are looking for: 

  • Operational experience in a planning role;
  • Experience with workforce management and telephony systems/ tools (Genesys & Verint);
  • Strong analytical skills;
  • Advanced experience with excel, powerpoint and outlook;
  • Contact Centre forecasting and resource planning;
  • Good influencing and relationship management skills;
  • Create & maintain demand forecasting model. 

Applications Close: COB 24th of September 2017

Apply now.

If you have any questions please email



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