Forecasting & Planning Manager



CCA have an exciting opportunity for an experienced Forecasting & Planning Manager to join our brand name client in Manchester. The Forecasting & Planning Manager will oversee the long- to medium-term aspects of the Workforce Management cycle. This Forecasting & Planning Manager role will manage key relationships and processes to deliver demand forecasting, resource supply management, Capacity planning, Schedule Creation and shrinkage provisioning – enabling effective Service Plans to be handed over to the Tactical Planning team.

The ideal candidate should have previous experience managing a team of analysts and understand all aspects of the forecasting cycle. The overall operational aim is to aid Operations to deliver effective and efficient customer service.


Key Responsibilities:

• Lead and develop a team of analysts who are responsible for all strategic aspects of the planning process across telephony and Back Office demand
• Provide accurate and efficient workload forecasts across all work-streams, ensuring full understanding of demand and drivers is incorporated into outputs
• Develop volume forecasts that include sub-layer information such as independently measuring and summing different contact rates and drivers based on customer tenure, call type, work type, customer segmentation etc.
• Maintain detailed throughput forecasts and ‘does take time’ actuals, by understanding both surface and underlying timings, and factors that may affect this (such as customer tenure, work type mix, system issues, agent availability etc.)
• Maintain detailed AHT forecasts by understanding both surface and underlying AHT, and all areas that effect AHT
• Demonstrate a thorough understanding of contact centre workforce planning methodology and systems, specifically NICE TotalView and Back Office, and bespoke forecasting software pertinent to delivering customer insight and improved forecast accuracy
• Ensure the team share best practices and operate with a consistent approach to ensure all SBU’s benefit from collective experience, guiding and advising the colleagues on best practice and sharing useful learnings
• Ensure effective control and management by demonstrating ownership of relationships with key internal stakeholders who provide forecasts for all activities which may ultimately impact contact centre volumes, including card despatch, terminal despatch, statements as well as marketing and sales campaigns
• Assess and audit the accuracy and effectiveness of forecasts regularly, setting goals and improvement plans for team members appropriately
• Provide coaching and development to your team through regular 1-2-1’s and individual personal development plans
• Proactively challenge the status quo and be capable of establishing, through negotiation and rational articulation of logic, a change in existing processes and internal delivery from other functions and departments


Key Criteria:

• Strong analytical problem solving with demonstrable conceptual thinking
• Excellent relationship stakeholder management and negotiation / influencing skills
• Advanced PC skills (in particular MS Excel and PowerPoint)
• Outstanding time management, organisational and prioritisation abilities
• Project Management experience (Agile/Waterfall Methodologies)
• A strong understanding of company culture especially with regard the relationships between customer impairment and operational processes
• Knowledge of the complexity of scheduling & intraday management in a multi-skill, multi-contact channel environment
• Knowledge and experience of Inbound and Outbound Contact technologies, such as Avaya, Genesys and Aspect
• Experience of driving business improvements and technology changes through the operational planning process
• Experience of Resource Planning process in a high-complexity Contact Centre environment

If you would like to discuss this role in more detail (confidentially) then contact Chris Costello on ! Or Call on 0141 433 7050


Job Reference – CCA6662CC

LOCATION: Manchester

SECTOR: Planning & Analytics

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