Resource Planning Forecasting Analyst

Base Location: Reading, Cardiff or Perth

Salary: £35,200 - £52,800 and a range of other benefits to support your family, finances and wellbeing.

Working Pattern: Permanent | Full Time | Flexible First options available

The role

The primary responsibility is to advise the Director of Customer Service and the Head of Customer Contact how to effectively plan to budget assumptions and to ensure that demand profiles are adjusted as real-time assumptions are realised. Ensuring that baseline assumptions on forecasting principles are in-line, adjusted and taken into consideration in forward planning for demand profiles. Efficiently managing operational enablement to improve assumptions, patterns, planning to further refine and modify our forecasting assumptions. The RPFA will support and influence the planning and budgets for the Customer Service operation. Taking responsibility for accurately projecting future contact volumes to advise on headcount required to successfully service customer contacts within the agreed service levels.

You will

• Responsibility for Forecasting - Accurate forecasting of contacts for Customer Service.
• Organise the schedules for Customer service to provide the agents with a clear idea of when they are required to work for the coming weeks, this is based off the forecast but changes may need to be made for gaps in the coverage highlighted in capacity plans.
• Capacity Plans and coverage - Identify a clear coverage and capacity plan using the WFM platform that will give a clear visual representation of how Customer Service will perform at certain intervals in the coming week.
• Demand forecast schedules – forecasting assumptions 3, 6, 9 and 12 months out. Along with a summary view of up to 3 year profiles for the budget period based on a set of working assumptions on the customer base, propensity to contact and service level expectations.
• Blend optisation – ensuring that work types and outsource resources are being utilised consistently and in line with headcount assumptions and work profiles.

You have

• In depth knowledge of advanced modelling, power apps and Power BI, CCass systems (e.g Nice cx1) Workforce management SAS systems.
• Understanding of erlang calculators and the basics of running contact centres without any WFM platform but also including the utilisation of new technology and diallers (NICE CX1)
• Has full knowledge of the reports that are produced and can show the managers the information required quickly and in a clearer manner than raw data.
• Experience of technical writing is an advantage.
• Working knowledge of MS Office and usual technology platforms in a modern contact centre environment.

About SSE

SSE has a bold ambition – to be a leading energy company in a net zero world. We're building the world's largest offshore wind farm. Transforming the grid to provide greener electricity for millions of people and investing over £20 billion in homegrown energy, with £20 billion more in the pipeline.

SSE Energy Solutions support UK organisations by delivering energy and low-carbon energy solutions. These include EV hubs, solar systems, smart technologies, and heating and cooling networks. We power the net zero transition by helping customers cut carbon and costs, and by building and investing in flexible energy infrastructure.

Flexible benefits to fit your life

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

Work with an equal opportunity employer

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. please contact Zoe at zoe.gillespie@sse.com to discuss how we can support you.

We're dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.

Ready to apply?

Start your online application using the Apply Now box on this page. We only accept applications made online. We'll be in touch after the closing date to let you know if we'll be taking your application further. If you're offered a role with SSE, you'll need to complete a criminality check and a credit check before you start work.

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