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Scheduling & Forecasting Analyst


Job Title:
Scheduling & Forecasting Analyst

Job Ref:
1782

Location:
Tower Bridge, SE1

Brand:
uSwitch

Discipline:
Customer Support

Job Description

The Role

  • Responsible for balancing efficiency with optimum service delivery by using precedent data and experience to build accurate, outcome focused schedules for our Sales and Service teams, both in house and outsourced, online and offline, that are built out in advance but are also reactive to industry/business/environment changes.
  • Provide performance insight and analysis to support the Head of Contact Centre, both on team and individual levels.
  • Provide insight and data to the mgt team through thorough extrapolation of MI from relevant sources, driving a common understanding of performance, efficiency, adherence etc. Identify trends by location/team/individual.
  • Produce, review and analyse actual and forecast scheduling and costs data to identify problems or exceptions, and analyse long term impacts on the service.
  • Create monthly/weekly/daily forecasts to be translated into effective resource plans to ensure that we have the optimum workforce.
  • Maintain, update and improve models used to forecast staffing activities and requirements to assist the Senior Management team in long term business decisions.
  • Liaise with other areas of the company and external sources to share best practice and implement where possible.
  • Monitor assumptions and actual results against forecasted budget and service level achievement.

Your Role

  • To achieve the optimum balance of efficiency and excellent service to all customers calling uSwitch, Webchatting uSwitch or being called by uSwitch by load balancing calls appropriately and dynamically across teams, internal and outsourced.
  • Provide accurate but dynamic forecasts to teams and partners to ensure that staff are fully optimised.
  • Use precedent data to build accurate staffing schedules for the Service team.
  • Manage headcount against budget and business need, making proactive recommendations of staffing levels across all teams based on facts and data.
  • Ensure the deployment of the right people at the right times across the Sales and Service teams.
  • Proactively suggest process changes that will both augment the customer experience and drive business efficiency.
  • Provide insight and data to the mgt team through thorough extrapolation of MI from relevant sources, driving a common understanding of performance, efficiency, adherence etc. Identify trends by location/team/individual.

Your Skills

  • Knowledge of workforce management and scheduling applications
  • Thorough understanding of resource planning models including Erlang
  • Excellent written and verbal communication skills
  • A strong understanding of how a contact centre operates
  • Good business acumen - a firm and current understanding of developments in the contact centre industry
  • A formal qualification in scheduling & forecasting.
  • Excellent organisation skills
  • Experience of working with teams across multiple locations and disciplines
  • Time management and prioritisation.
  • Proficiency with all Microsoft Office packages mainly Excel, Word, PowerPoint and Outlook.
  • Experience and confidence to produce higher level management reports and presentations both reactively on request and proactively based on your insight and experience

About ZPG (www.zpg.co.uk)

ZPG owns and operates some of the UK`s most trusted digital brands that help empower smarter property and household decisions including Zoopla, uSwitch, Money, PrimeLocation and SmartNewHomes.

We are also one of the leading residential property data and software providers with a range of products including Hometrack, Calcasa, TechnicWeb, Ravensworth, Alto, Jupix, ExpertAgent, PropertyFile and MoveIT. Our websites and apps attract over 50 million visits per month and over 25,000 business partners use our services.

ZPG was founded in 2007 and has a highly experienced management team, led by Founder & CEO, Alex Chesterman OBE.