Job Ref: 213447094

Date: 2021-03-29 10:18:34

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Demand Forecaster – Milton Keynes

The Company:
Focus Group Recruitment have the pleasure of working alongside this global leading electric charging business. My client are the UK leaders within their sector. Over the course of 10 years, our customer has established itself as the market leader in electric vehicle charging, providing solutions for EV drivers to charge at home, at work and on the road. On their mission to make charging fast and hassle-free, their charging points have been used over 30 million times to enable around 200 million miles of zero tailpipe emission driving.

The Role:
As a Demand Forecaster you will deliver a best in class forecasting process. As a key member of the 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 Skills:
• 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.
Knowledge & Experience:
• Previous demonstrable experience of defining and implementing activity planning processes for multi-discipline contact centres.
• Extensive experience of owning and managing customer and partner relationships.
• Knowledge of service delivery management standards & practices.
• SLA and performance management.
• Demonstrates high degree of ability to analyse data, using the data to drive decision making and implement effective resolutions.
• Excellent communication skills, both written and verbal and to be able to work with all levels within the organisation building a trusted partnership.
• Excellent MS office application knowledge including Excel & Access. Knowledge of working with databases and VBA would be desirable.
• Team player who is able to work independently.
• Good relationship skills to collaborate with key operational stakeholders.
• The ability to explain complex information in an easy to understand manner and generate “buy-in” from key stakeholders.
The Candidate:
The ideal candidate will have a minimum of 3 years' experience with planning and scheduling in a customer contact centre environment. This is a great opportunity for a Demand Forecaster to join a dynamic and forward-thinking team.
The Location:
The role is based in Milton Keynes and is commutable from all surrounding areas, Northamptonshire, Bedfordshire, Buckinghamshire and a direct line from London Euston. For more information please forward your CV or alternatively call Focus Group.

Salary: Up to £40k + great benefits including contributed pension scheme, 25 days + 8 days bank holidays + EV leasing scheme (once successfully completed probation)

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