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- Tasks: You'll analyse data and develop plans to optimise customer support operations.
- Company: Join a global team dedicated to enhancing customer service efficiency.
- Benefits: Enjoy a hybrid work model with flexible office days and great corporate perks.
- Why this job: Make a real impact by improving processes and influencing senior leaders.
- Qualifications: Experience in data analysis and forecasting, especially in contact centres is essential.
- Other info: This role is based in Newcastle, blending remote work with in-office collaboration.
The predicted salary is between 36000 - 60000 £ per year.
Overview: You will be part of the Global WFM team in Customer Support Operations, working closely with case-managed customer service teams across multiple countries. Your role is to provide expertise in capacity planning to support and guide these teams.
Responsibilities:
- Develop and maintain supply and demand plans for multiple departments and locations.
- Understand demand drivers by collaborating with change management, readiness, and product teams.
- Communicate proactively with stakeholders and present data-driven recommendations to senior leaders.
- Ensure accurate tracking of performance and resources, influencing best practices.
- Advise on multi-skilling and support operational planning for case work allocation.
- Align customer support journeys and performance targets with resource models.
- Refine processes and tools to improve efficiency throughout the planning cycle.
- Share best practices within the global WFM team to enhance organizational efficiency.
- Analyze trends to identify opportunities for operational improvements.
Minimum Requirements:
- Proven experience in data analysis, forecasting, and headcount planning in contact centers.
- High proficiency in Microsoft Excel and understanding of Erlang modeling.
- Experience with workforce management systems and reporting tools.
- Strong problem-solving skills and attention to detail.
- Ability to interpret complex data and communicate insights effectively.
- Experience influencing senior leadership.
This is a hybrid role based in Newcastle, working three days per week in the office.
Forecasting Analyst employer: Sage City
Contact Detail:
Sage City Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Forecasting Analyst
✨Tip Number 1
Familiarise yourself with Erlang modeling and workforce management systems. Since these are crucial for the role, demonstrating your knowledge during interviews can set you apart from other candidates.
✨Tip Number 2
Prepare to discuss specific examples of how you've used data analysis to influence decision-making in previous roles. This will showcase your ability to communicate insights effectively to senior leadership.
✨Tip Number 3
Network with professionals in the field of demand and capacity planning. Engaging with others in the industry can provide valuable insights and potentially lead to referrals for the position.
✨Tip Number 4
Stay updated on trends in customer support operations and workforce management. Being knowledgeable about current best practices will help you present data-driven recommendations confidently.
We think you need these skills to ace Forecasting Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in data analysis, forecasting, and headcount planning. Use specific examples that demonstrate your proficiency in Microsoft Excel and any workforce management systems you've used.
Craft a Compelling Cover Letter: In your cover letter, explain why you're interested in the Forecasting Analyst position. Discuss how your skills align with the responsibilities listed in the job description, particularly your ability to communicate insights effectively to senior leadership.
Showcase Relevant Experience: When detailing your work history, focus on roles where you developed supply and demand plans or influenced operational improvements. Use metrics to quantify your achievements, such as improved efficiency or successful project outcomes.
Prepare for Potential Questions: Think about how you would answer questions related to capacity planning and data analysis. Be ready to discuss specific tools and methodologies you’ve used, as well as how you’ve collaborated with cross-functional teams in the past.
How to prepare for a job interview at Sage City
✨Showcase Your Data Analysis Skills
As a Forecasting Analyst, your ability to analyse data is crucial. Be prepared to discuss specific examples of how you've used data analysis in previous roles, particularly in forecasting and headcount planning. Highlight any tools or methodologies you used, especially if they relate to workforce management.
✨Demonstrate Your Excel Proficiency
Since high proficiency in Microsoft Excel is a requirement, make sure to mention your experience with advanced Excel functions. If possible, bring examples of reports or models you've created. This will show your potential employer that you're not just familiar with Excel, but that you can leverage it effectively in your role.
✨Communicate Effectively with Stakeholders
The role involves presenting data-driven recommendations to senior leaders. Prepare to discuss how you've communicated complex information to non-technical stakeholders in the past. Use examples that demonstrate your ability to influence decision-making through clear and concise communication.
✨Understand Demand Drivers
Familiarise yourself with the concept of demand drivers and be ready to discuss how you've collaborated with different teams to understand these factors. Showing that you can work cross-functionally will highlight your teamwork skills and your understanding of the broader business context.
