You will be responsible for supporting project-based contact centre change plans, what-if analysis, budget rounds, and any other ad-hoc planning/analysis work required.
What I need to do
Executing the demand assessment across the business, ensuring the delivery of medium work load projections, resource gap and recruitment.
Support with the standardisation the impact assessment process across all brands
Maintain a high-level view of all project deliverables making recommendations for any changes to deadlines based on other projects in flight
Build solid relationships with the Change and CI teams to ensure that impacts assessment and benefits realisation discussions are productive.
Ensure a robust handover process to the Business Planning team for any BAU handover of projects.
Develop strong relationships with all marketing teams across all brands to ensure that all marketing activities are impact assessed and reviewed with the marketing team for future campaigns.
What I need to know
Numerate and analytical, developed a mixture of simple & sophisticated forecasting models requiring collaboration and involvement from a wide range of contacts within distributed organisations
Be fluent in the production of enterprise-wide headcount models, integrating varying efficiencies, schedule efficiencies, service levels, and contact routing architectures.
Experience of building, presenting, and defending multi-million-pound budgets is essential
Experience of implementing forecasts and headcount models into operational reality, working with recruitment, training and operational teams to deliver to plan
Advanced knowledge of the end to end resource planning methodologies and contact centre dynamics.
Ability to disseminate large amounts of information, shape into detailed plans and reports and present conclusions