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Capacity Planning Analyst

Ref R-85049 Location Crewe, England

Role purpose:

To help create on behalf of the European operation, new business and long-term capacity forecast models. To ensure an extensive understanding of the operation, analyzing MI outputs and to be cost aware, so that all forecasts are reflect of company goals.

Responsibilities:

  • Production of long term operational planning models to produce requirements & associated costs
  • Create accurate demand forecasts that consider demand trends and the impact of business changes
  • Own the design, build and continuous development of models
  • Manage and facilitate the capacity planning of required headcount & seat requirements against signed off claim forecasts. To include attrition, absence and off phone activities
  • Provide Impact Assessments to the business based on client change requests with sound logic
  • Continually observes operational performance, identifying trends and areas for investigation and analysis
  • Makes decisions on changes to skill sets/telephony/routing to ensure effective performance
  • Understand and analyse the key components impacting supply demand, interpret possible outcome and advise the business on likely outcomes and business impact
  • Influence and provide subject matter expertise to initiatives, business cases and feasibility studies
  • Communicating and presenting detailed analysis in a simple and understandable format
  • Negotiating, specifically the ability to reach agreement between operational teams and business departments
  • Work with tools, such as the workforce management tool NICE IEX WFM (TotalView)/Avaya CMS and Microsoft Office
  • To proactively be available to all senior operational Management, regarding resource/capacity planning related queries
  • Provide a professional and approachable service to all at all times
  • Continually strive to improve cost efficiency and the everyday working environment

Requirements:

  • Minimum of 2 years contact centre Industry experience in a similar forecasting, planning or operational analytical role
  • Understanding of forecasting methodologies and best practices
  • Understanding of Resourcing - Attrition, hiring, throughput assumptions and its methodologies
  • Proven track record in analyzing potential contact impacts
  • Advanced use of Microsoft office packages including excel and data manipulation
  • Understanding of database management, CRM, contact centre VOIP ACD Telephony and workflow IVR
  • Database experience using Visual basic, XML & SQL
  • Experience of working with omni channel tools such as web chat, AI and speech analytics
  • Has worked in and understands contact centre and back office functions & processes
  • Ability to interpret and analyse statistical data
  • Strong communication skills with the ability to prepare presentations that present coherent, concise and compelling plans

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There is a reason that I am still loving life at Assurant after 15 years, thanks to the fast pace and constant support it always feels like you are learning. I have come to see those I work with as good friends and there is a real family vibe to the environment. Its definitely challenging at times but everyone contributes to making it a fun and rewarding environment no matter what role you are in. Joanna Marsh Operations Manager
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