Lead Contact Centre Forecasting Analyst

Newbury, Berkshire
  1. Full Time
  2. Contact Center
000000211321
Posting date:12 Apr, 2018

Lead Contact Centre Forecasting Analyst - 
Manchester / Stoke / Newbury / Newark / Glasgow
Competitive salary + excellent benefits

Customer Operations at Vodafone 

We’re passionate about exceeding our customers’ expectations and making a big difference to their lives, always going the extra mile to deliver the best possible service. Whether it’s on the phone or online, we are there to provide vital support when our customers need it. We strive to make sure that through our products and services, people feel free to live their lives their way and that their journey with us is a simple as it can be.  We are at the cutting-edge of how our customers interact with us by developing new technologies and planning processes for the 21st century.

About the role

The role will require an experienced technical Forecaster with a significant level of management and budget experience to support multi-channel Demand Forecasting, Estate Planning, Financial Planning and Contact Transformation Projects

The Forecasting and Planning function has frequent requests for information, analysis and change plans from around the business.  It also has weekly and monthly deliverables and timeframes that must be maintained irrespective of external constraints.  However, it is essential that those external constraints are incorporated into the production environment in a timely manner.  

Key Responsibilities

- Update/maintain the baseline contact volume and AHT forecasts; provide variance reports summarising reasons for deviation.
- Update/maintain the master overlay set built in to operational plans.
- Forecasted Intraday planning in order to provide to Scheduling Teams for shift alignment
- Secure relevant resource, in-house (through cross-training, recruitment, etc) and outsourced within contractual pre-defined plans.
- Agree training plans with all stakeholders within pre-defined plans.
- Prepare information packs/reports for stakeholders at regular intervals.
- Incorporate changes in overlays and forecasting systems into the production environment
- Budget Rounds/Monthly lock Process with ‘E’ band sign off
- Alignment of IEX, headcount plans, and cost centres
- Drive Continuous improvements of forecasting & planning at process and cost level
- Assist with Estate planning across multiple-sites and providers taking into consideration new starter competency curves


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