At a Glance
- Tasks: Forecast and plan for a busy call centre, ensuring effective scheduling and resource management.
- Company: Join UW, a forward-thinking company revolutionising utilities with a people-first approach.
- Benefits: Enjoy hybrid working, competitive salary, holiday trading, and a range of wellness perks.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact in a dynamic environment while developing your career.
- Qualifications: Experience in forecasting and resource planning, strong analytical and communication skills.
The predicted salary is between 35000 - 45000 € per year.
Location: London, Colindale (Hybrid)
Term: 12 month Fixed Term Contract
Company Description: Hi! We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings! We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you.
The Resource Planning department performs many essential roles in the day-to-day and future running of the busy call centre - from understanding contact demand and business sizing three years out, right down to the on-day delivery of the plan.
As an Analyst within the Resource Planning team, you will be responsible for the forecasting, planning, and scheduling of several workstreams. You will ensure the business plans effectively to achieve its targets and that any risks or opportunities are highlighted well in advance.
Requirements:
- Proven experience in forecasting and resource planning for a contact centre/call centre (ideally multi-channel operations - Voice, Email, Chat/Messaging).
- Expert knowledge of WFM methodologies (ideally NICE or Genesys) and ACD tools (ideally Genesys).
- Capacity planning experience.
- Highly numerical with experience in analysing large, complex datasets to identify trends and patterns.
- Strong communication skills with the ability to engage comfortably with stakeholders at all levels of the business.
- Strong Excel and G-Sheet skills are highly desirable.
Nice to have:
- Experience in a planning role that involved heavy collaboration with a BPO/Outsourcer.
- Experience planning for Back Office areas.
What you’ll do and how you will make an impact:
- Forecasting: Maintain and further develop detailed forecasts ranging from +3 years out down to interval-level projections. Ensure that all emerging trends are identified and understood, and that all change and marketing activities are assessed and reflected.
- Capacity Planning: Maintain detailed capacity plans, ensuring that agreed shrinkage and performance targets are reflected, current FTE actuals are accurate, and all future requirements are accounted for.
- Scheduling: Utilise the latest forecasts to ensure “best fit” scheduling of FTE to achieve the best possible service levels for our customers. As part of this, you will own the scheduling of team and business events.
- Stakeholder Management: Act as the primary point of contact for RP-related queries within your business units. You will meet with them weekly and monthly to discuss upcoming plans, facilitate decision-making, and analyse the impacts of potential resolutions.
- Performance Review: Review performance against previous plans to enhance future planning. Work closely with the Service Delivery Team to understand where scheduling was successful and where reactive action was taken to constantly improve the scheduling approach.
- Ad-hoc Analysis: Undertake data analysis as requested by operational departments and the Resource Planning Manager.
Benefits:
- An industry benchmarked salary.
- Hybrid working, with 2 days in the office.
- Holiday trading - buy & sell up to 5 days holiday each year.
- Electric Car salary sacrifice scheme through Tusker.
- Discount on our services and access to 100s of rewards and discounts through Perkbox.
- A matched contribution pension scheme and life assurance up to 4x your salary.
- Family-friendly policies, designed to help you and your family thrive.
- Flexible benefit choices such as Private health insurance, a free Virtual GP, Gym discounts and wellbeing apps.
- Belonging groups that help UW shape an even more inclusive future.
- A commitment to helping you develop your career journey through learning, coaching and new experiences.
We welcome applications from diverse and varied backgrounds so get your application in and let’s chat!
Please note, if you are successful and offered a role at UW, you will be subject to a background check.
Forecasting and Planning Analyst in London employer: Utility Warehouse
At UW, we prioritise our employees' well-being and professional growth, offering a dynamic work culture that embraces flexibility with hybrid working arrangements. Our commitment to inclusivity, alongside competitive benefits such as a matched pension scheme, holiday trading, and access to wellness resources, makes us an exceptional employer in the heart of London. Join us in our mission to revolutionise utilities while enjoying a supportive environment that fosters career development and personal fulfilment.
StudySmarter Expert Advice🤫
We think this is how you could land Forecasting and Planning Analyst in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working at UW. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your forecasting and planning skills. Be ready to discuss how you've tackled similar challenges in the past. Show them you're the perfect fit for their ambitious goals!
✨Tip Number 3
Don’t forget to showcase your analytical skills! Bring examples of how you've used data to drive decisions. This will highlight your ability to identify trends and patterns, which is key for the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team at UW. We can't wait to hear from you!
We think you need these skills to ace Forecasting and Planning Analyst in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the role of Forecasting and Planning Analyst. Highlight your experience in forecasting, resource planning, and any relevant tools like NICE or Genesys. We want to see how your skills match our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a perfect fit for our team. Keep it engaging and personal – we love a good story!
Show Off Your Data Skills:Since this role involves analysing large datasets, make sure to mention any specific examples where you've successfully identified trends or patterns. We’re keen to see your analytical prowess in action!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, we can’t wait to hear from you!
How to prepare for a job interview at Utility Warehouse
✨Know Your Numbers
As a Forecasting and Planning Analyst, you'll be dealing with complex datasets. Brush up on your numerical skills and be ready to discuss how you've used data analysis in previous roles. Prepare examples of trends you've identified and how they impacted planning decisions.
✨Master the Tools
Familiarise yourself with WFM methodologies and ACD tools like NICE or Genesys. If you have experience with these systems, be prepared to share specific instances where you utilised them effectively. If not, do some research and be ready to discuss how you would approach learning them.
✨Engage Stakeholders
Strong communication skills are key for this role. Think about how you've successfully engaged with stakeholders in the past. Prepare to discuss your approach to stakeholder management and how you ensure everyone is on the same page regarding forecasts and plans.
✨Show Your Flexibility
With hybrid working and flexible arrangements being part of the company culture, demonstrate your adaptability. Share experiences where you've successfully navigated changes in work environments or schedules, and how you maintain productivity in different settings.
