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Senior Forecasting & Planning Analyst, Peterborough or Falkirk

Job Title: Senior Forecasting & Planning Analyst    
Location(s): Peterborough or Falkirk    
Salary: Negotiable 
Ref Number: 50322144

THOMAS COOK are looking for an experienced Senior Forecasting & Planning Analyst, to support their UK Contact Centre operations in Peterborough and Falkirk. 
 
The Role  
An exciting opportunity for a Senior Forecasting and Capacity Planning Analyst has arisen in our Contact Centres.  Our ideal candidate will be based in either Peterborough or Falkirk (travel to both sites will be required).  The purpose of this role is to create and maintain forecast models for the UK Contact Centres, incorporating business intelligence and forecast information gathered from various business areas e.g. Marketing, Retail and other sources.  Responsible for all forecasting activities, the successful candidate will work with key stakeholders to secure the necessary data to help predict propensity to ensure that the customer demand is planned for effectively, maximising the available resource.  This will include the identification of Recruitment and Training requirements and the detailed planning of their delivery. 
 
At Thomas Cook we’re constantly modernising our business to meet the needs of the digital age, our contact centres support our UK business through continuous improvement and excellence in service delivery.
 
Key Responsibilities and Accountabilities 
The successful candidate will develop and maintain forecasting models to predict customer demand across contact type and customer need state as well as review historical trends, research demand drivers, prepare forecast data, develop statistical forecast models and engage with key stakeholders to periodically produce revised forecasts.  That forecasting will drive the detailed recruitment and training plans for the Peterborough and Falkirk Contact Centres, as well as refreshing key Financial targets, maintaining a view of “Actual to Forecast” across volume and financial metrics will be key to this role.  

  • Refine systems and methods to continually improve forecasts so that the Thomas Cook can better anticipate customer needs.
  • Co-ordinate with Work Force Management (WFM) and other Real Time Analysts to ensure continuity of coverage and efficiency of shift designs. 
  • Produce narrative analysis that supports the data produced in the headcount planning process, making recommendation for recruitment / training and maximising use of FTE through TOM development. 
  • Build long term and sustainable relationships with key stakeholders, continually analysing results and working with partners to promote continuous development and improvement.
  • Seek to identify and manage operational and financial risks on an on-going basis, ensuring that the customers and organisations needs, are balanced appropriately.
  • Provide accurate analytical representations of both planned and actual performance, to enable consistency of understanding across centre leadership team, at every level.  

Skills and experience
 
Essential: 

  • Excellent analytical skills for identifying and interpreting trends and variations from plans
  • Excellent communication and negotiation skills 
  • Experience in Contact Centre Environment
  • Strong Stakeholder Management Experience
  • Highly numerate
  • Proven strengths in the competency of Information Seeking
  • Demonstrable ability to analyse complex situations and data and take rapid remedial action
  • Detailed approach to data accuracy and developing effective and simple-to-follow procedures
  • Good understanding of the principles of resourcing, contact drivers and key metrics
  • Has a strong results orientation, anticipating obstacles and dealing with setbacks 

Preferred:

  • Knowledge of a IEX workforce management system preferred
  • Previous experience in Contact Centre Planning
  • Activity Forecasting Techniques 

How to apply for the role? 
If all of this sounds like you or if you want to learn more, then call the THOMAS COOK Resourcing Team on 0345 608 0502 (option 3) and ask for Sarah Welford who will answer any questions that you might have! 
 
The closing date for applications is Friday 17th November 2017.   


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Steve
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