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Contact them through their website.
Forecasting & Capacity Planning Analyst

Published on 22 August 2022

Forecasting & Capacity Planning Analyst


We have an exciting opportunity for you to join our organisation as a Forecasting & Capacity Planning Analyst to accurately forecast the customer demand by understanding and predicting key drivers behind customer interaction.

You will deliver efficient and integrated contact centre solutions that meet the current and future needs of our customers, ensuring KPI and SLA performance, as well as regulatory compliance, is achieved on an ongoing basis, through high quality, low effort service excellence.

Our Resource Management team is responsible for optimising BGL Insurance Customer Services performance through accurate and timely forecasts, provided to the scheduling team and other internal stakeholders.

What will you do?

  • Continual and consistent achievement of the Client Service Level Agreements and supporting KPIs
  • Accurate forecasting of customer demand, including multi-channel contacts for voice and non-voice, AHTs and Shrinkage.
  • Accurate and timely commercial forecasting leading to provision of head count requirements within Operations
  • Efficient utilisation of customer facing resources across BGL Insurance Customer Services though the appropriate and timely allocation of resources to agreed Client and Operational deliverables
  • Development of BGL Insurance Customer Services resourcing capabilities through the effective and efficient deployment of relevant and enabling technologies in line with industry standards

Skills Required

  • Strong understanding of Resource Planning methodologies & systems, and an understanding of how these can enable and deliver improvements to operating efficiencies and business.
  • Capability to articulate technical changes into clear business focused communication.
  • Knowledge of legal and contractual employment obligations such as consequences of under/overachieving business objectives in a Resource


  • Verint i360 and EG WFM experience
  • Power BI

Why Choose Us?
BGL Insurance is a leading digital distributor of insurance to more than three million customers, BGL Insurance provides a range of motor, home and life insurance products in partnership with several of the best-known brands in UK financial services and through own brands Budget Insurance, Dial Direct and Beagle Street, all supported by state-of-the-art, award winning, contact centres and market leading digital platforms.

With almost 2,000 colleagues across three sites in Peterborough, Sunderland and Wakefield, BGL Insurance uses its passion, scale and expertise for the benefit of its customers, offering unrivalled value, ease and confidence.

Diversity and Inclusion
We're a diverse community of dedicated, innovative and talented professionals. Inclusive by instinct, we encourage our people to create and share ideas – supporting their growth and celebrating their uniqueness. We're proud to be an equal opportunity employer and stand firmly against discrimination of any kind. 

Flexible, hybrid working
BGL Insurance has a hybrid approach to working. For most colleagues, this means being in the office two or three days a week and the rest of the time working from wherever’s best for them and their team.

What do you think? Want to take on a new adventure in a thriving environment?

What next?
The first step is to click apply, we’re looking forward to hearing from you.

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