THE COMPANY
We are working with a recognisable organisation in the North East to identify and secure a long term Forecasting Manager to act as a central point of contact for customer services for all issues relating to business modelling and demand forecasting. The jobholder will be responsible for creating, testing and improving models to forecast; taking into account exceptions, external influences, customer numbers and product and marketing.
THE ROLE
Specific requirements of the role include;
· Take ownership for generating new and complex forecast models within all areas of customer services.
· Anticipate business changes and the impact on forecasting models.
· Create long term forecasts, between 3 months – 3 years, to identify any projected variances and develop solutions and options which will be implemented.
· Continuous review of forecasts and trends across all functions to deliver consistent service level performances across all functions and contact types, including forecasts for seating requirements.
· Develop the infrastructure for forecasting including IT, data and skills.
· Supervise, support and coach analysts to ensure company HR policies and procedures are consistently applied.
· Identify and respond to specific operational issues to ensure prompt resolution and prevent further and future escalation.
· Responsible for building and maintaining positive relationships with internal customers and to ensure that all issues are dealt with in an accurate and timely manner within service level agreements.
PERSON SPECIFICATION
· A minimum of 3 years demand forecasting experience with an understanding of the key drivers behind customer behaviour, including different contact types.
· Decision making skills and ability to identify an appropriate range of options to deal with complex problems.
· Ability to negotiate realistic deadlines and manage stakeholder expectations.
· Negotiation and influencing skills to agree necessary courses of action.
· Adaptable to change and resilient in the face of challenge.
· Communication, presentation and interpersonal skills with the ability to communicate effectively with all levels.
· Strong analytical, statistical and planning skills with a logical approach to tasks and problem solving with proficiency in Excel, Access and VBA.
· Excellent Knowledge of a range of systems including Avaya, Blue Pumpkin workforce management system and data flow management systems.
PROCESS & TIMEFRAMES
To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to; ianp@callcentreassociates.co.uk
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Pollington