Contact Centre Forecaster & Planner

Contact Centre Forecaster & Planner

19 Feb
|
Ordnance Survey
|
Southampton

19 Feb

Ordnance Survey

Southampton

Ordnance Survey (OS) provides national mapping services for Great Britain and is world-leading provider of geospatial solutions.



OS location data and expertise has helped governments make smarter decisions, businesses gain valuable data insight, and everyone experience the world outside for over 225 years.



Our busy Customer and Marketing team is looking for people to support their mission - to reach the hearts, minds, and spirits of our customers to help them meet their goals.



Join us and you’ll have an opportunity to make an impact. To empower projects that deliver real-world benefits across Britain. To hear our customers say they couldn’t have done it without us. And to be central to OS’s vision:





to be recognised as world leaders in geospatial services; creating location insight for positive impact.



About the role



The overall job purpose is to determine resource & forecasting requirements for all teams dealing with customer contacts, ensuring that shifts are aligned to customer demand & commercially viable in order to meet service standards.



As a Contact Centre Forecaster & Planner, your day-to-day activities will include:



- Creating and managing long term and short term forecasts and budgets for call & non-call workloads and resource, monitoring drivers against business change & developing models to improve accuracy



- Creating and update schedules for call centre employees so that they know where they need to be, and at what time



- Constantly monitoring and proposing effective shift patterns to match business requirements, optimising performance of all Customer Contact Centre teams and maximising agent satisfaction by providing flexible options



- Making recruitment recommendations and identify opportunities and benefits offered through skills based routing, demonstrating the benefit of proposed changes



- Being aware of and recording business, resource and seasonal changes, making appropriate plans for expected changes in profile and workloads, reporting on expected and experienced results



- Working closely with teams across the business that supply volumes into the customer centre, monitoring performance and trends to provide consultative support to the business through monthly reviews and building relationships



- Delivering effective & accurate reports detailing key performance indicators and commentary relating to workforce and shift performance, Identifying the proposed and actual shift efficiency factors and clearly stating all assumptions applied



- Actively managing and developing the Workforce Management tool ensuring it is fit for purpose and provides best practice input and output



- Producing reports to show overall Contact Centre performance



- Conducting daily, weekly and monthly planning meetings with operational leaders



What we’re looking for:



- Experience with Excel or a workforce planning tool of some description and a good administrator



- An awareness of potential causes and impacts on day-to-day service levels



- Good stakeholder management skills to ensure that effective planning is delivered correctly



- Other skills that make up a good quality Forecaster / Planner include problem-solving, collaboration, being technology savvy, and able to communicate well at all levels



- A background in customer service and contact centres is essential for this role



- Advanced Excel training and qualifications in mathematics or statistical-related subjects may be beneficial



The Rewards



We want you to love what you do. That is why our benefits package rewards a job well done. We will give you:



- Salary – £42,483 - £47,481



- Performance related bonus



- A competitive pension scheme



- 37 hour working week (with flexible working options)



- 25 days annual leave - (30 days after five years) bank holidays and an extra 3 over Christmas



- Plus, a suite of excellent additional benefits



Location: This role will be based at our state-of-the-art Headquarters in Southampton. However, all our people, where they can are currently working from home.



Closing date: 07 March 2021



We believe diversity and inclusion is about working together – in a supportive and respectful environment to reach our full potential. We think combining different backgrounds, experiences and perspectives will help us reach our vision and be trusted and admired across the globe for setting the standards and leading the way. We are looking for talented and experienced individuals from a range of backgrounds and welcome applications from any race, age, gender, background or religion.



We’re individually talented and collectively powerful and we give you the space to take your career in whichever direction you want.



We’re always happy to hear from you, so don’t forget to follow us on Twitter, LinkedIn or find us on Facebook.

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