Job Ref: 213101721

Date: 2021-01-29 15:45:59

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As a Demand Forecaster you will deliver a best in class forecasting process. As a key member of bp Pulse operational team you will be responsible for providing an accurate activity forecast covering all the deliverables of a multi-discipline Contact Centre. Creating new and innovative forecast and capacity models to plan for future demand, growth and channel shifts. Strategy development for changes in customer demand and expectations over the next 5 years. Identification and implementation of new technology for planning, including the use, development or procurement of effective workforce management software (WFM) and or other in-house systems/Excel.

Key Responsibilities & Tasks :

* Taking an active role in the new business and change processes to ensure that impacts of change are fully understood and mitigated through the forecasting process as required.

* Owning key customer and partner relationships to ensure understanding and approval of the relevant forecasting outputs.

* Working closely with our Contact Centre Partner to ensure accurate Capacity Planning against the Activity Forecast.

* Owning risk and issue management for the Contact Centre forecasting process.

* Monitor operational service levels, taking responsibility for all KPI’s.

* Proactively manage and resolves organisational delivery issues.

* Review KPI’s and MI at granular level raising and managing queries through to resolution – Root cause analysis.

* Timely escalate any business impacting issues and be pivotal in their resolution.

* Develop and manage Business Intelligence reports

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