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- Tasks: Own the forecasting process and optimise staffing for a leading contact centre.
- Company: Join Ideal Heating, a market leader in the heating industry.
- Benefits: Competitive salary, career growth, and a dynamic work environment.
- Why this job: Make a real impact on customer service and business growth through data-driven decisions.
- Qualifications: Experience in forecasting and strong analytical skills required.
- Other info: Collaborative culture with opportunities to innovate and improve processes.
The predicted salary is between 36000 - 60000 £ per year.
About the Company
Aquilo recruitment are excited to be partnering with Ideal heating to recruit for an experienced forecasting and resource analyst, ideal with a background in call centres, and a number driven person, this is a new exciting opportunity in a well established market leading business.
About the Role
To increase efficiency within the contact centre by utilising all available data points to ensure we have our people at the right place at the right time, by building an evolving forecast model that encompasses contact data, product estate, weather patterns, analysis of data trends and market conditions. The outputs of this will enable our team to continue to provide excellent customer service as needed, thereby supporting the continued business growth and contact centre performance.
Responsibilities
- Own the entire forecasting process, from creating short-term schedules to developing long-term strategic plans.
- Build and maintain capacity and workforce models to optimize staffing and resource allocation.
- Development of Team schedules & shift patterns accounting for demand and seasonality.
- Use historical data analysis to generate insights and improve the accuracy of all future forecasts.
- Collaborate with cross-functional teams to gather relevant data for analysis.
- Clearly communicate with team members and stakeholders conveying plans and progress.
Qualifications
- Proven experience in forecasting, resource planning, or a similar role.
- Strong analytical skills with proficiency in data analysis tools and software (e.g. Excel, Power BI and WFM tooling (Five9 Community).
- Excellent communication skills, both written and verbal.
- Experience questioning current methods to find new, better ways of doing things that lead to improved outcomes.
Required Skills
- Forecast Accuracy as MAPE (Mean Absolute Percentage Error)
- Improved ASA, AWT, Abandon Rate & Service level.
- Provide 12 week rolling forecast and schedules as a minimum
- Stakeholder feedback
Preferred Skills
- Identification and embedding required data sets and embedding.
- Working with stakeholders across the business to create a source of truth for contact data.
- Impacts of Seasonality and market activity and trends on historical/future data.
Resources Analyst employer: Ideal Heating
Contact Detail:
Ideal Heating Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resources Analyst
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at Ideal Heating or similar companies. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by brushing up on your data analysis skills. Be ready to discuss how you've used tools like Excel or Power BI in past roles. We want to see your analytical prowess shine!
✨Tip Number 3
Showcase your problem-solving skills! Think of examples where you've improved processes or forecasts in previous jobs. We love candidates who can think outside the box and drive efficiency.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who are eager to make an impact.
We think you need these skills to ace Resources Analyst
Some tips for your application 🫡
Show Off Your Data Skills: Make sure to highlight your experience with data analysis tools like Excel and Power BI. We want to see how you've used these skills in previous roles, especially in forecasting and resource planning.
Tailor Your Application: Don’t just send a generic CV! Tailor your application to reflect the specific responsibilities and qualifications mentioned in the job description. We love seeing candidates who take the time to connect their experience with what we’re looking for.
Communicate Clearly: Since communication is key in this role, ensure your written application is clear and concise. Use straightforward language to convey your ideas and experiences, just like you would when communicating with team members or stakeholders.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Ideal Heating
✨Know Your Numbers
As a Resources Analyst, you'll be dealing with a lot of data. Brush up on your analytical skills and be ready to discuss how you've used data analysis tools like Excel or Power BI in previous roles. Prepare specific examples of how your insights have improved forecasting accuracy or resource allocation.
✨Understand the Business
Familiarise yourself with Ideal Heating and their contact centre operations. Research their market position and any recent news. This will help you tailor your answers to show how you can contribute to their goals, especially in optimising staffing and improving customer service.
✨Prepare for Scenario Questions
Expect questions that ask you to solve hypothetical problems related to forecasting and resource planning. Think about past experiences where you had to adapt to changing demands or improve processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Communicate Clearly
Since communication is key in this role, practice articulating your thoughts clearly and concisely. Be prepared to explain complex data insights in simple terms, as you'll need to collaborate with cross-functional teams and stakeholders. Show them you can convey plans and progress effectively.