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  » Posted on: 19-12-2017

Position or Job Title MI/Forecast Analyst
Company CV-Library Ltd
Recruiter Reference itjobspost/207079919
Position Location (City) Birmingham
County/Area West Midlands
Country United Kingdom
Company Profile Contact Recruiter

Description & Requirements

Job Description
MI/Forecast Analyst (Contact Centre)

Fort Dunlop, Birmingham

Permanent Contract, Competitive Salary + Benefits

Shifts between the hours of 8am-6am, Monday-Friday (37.5 hour week)

Reporting into the Forecast and Resource Planning Manager, this is fantastic opportunity for a talented MI/Forecast Analyst to work on a Flagship Central Government contract, with excellent exposure across the business.

About Capita I TPR

We are Capita, the UK's leading provider of business process management and integrated professional support service solutions. Through bespoke, quality solutions, we've helped countless organisations unlock value and maximise their potential.

This role is working within The Pensions Regulator division of Capita, who are the UK regulator of work-based pension schemes. We work with trustees, employers, pension specialists and business advisers, giving guidance on what is expected of them.

About the Role:

As part of the Automatic Enrolment programme we are currently recruiting a MI / Forecast Analyst who will be a pivotal part of the Forecast & Resource Planning Team. Key deliverables will include but not extensive to ensuring the capacity plan is kept accurate and up to date and ensure model is continuously developed to support ever changing business needs.

There will be a need to support the production of Management Information required to support the operation and contract. Additional data management tasks to assure the integrity, validity and security of the data will also form part of the role, including daily and weekly performance updates and short and long term resource planning to ensure optimum performance of the contact centre, with overall achievement of key service levels at the centre of all planning This role will be working closely with the cross-functional Capita Automatic Enrolment team, The Pensions Regulator and Capita internal delivery partners

What you will do:

* Support the Operational Teams, ensuring forecasts models are produced on a daily, weekly & monthly basis to ensure workload and staffing requirements are reflected accurately. * Ensuring outstanding work outside of KPIs is factored and plans in place to mitigate SLA failures whilst working closely with key stakeholders to execute and deliver client SLAs in the most efficient manner. * Drive operational improvements across the planning and procurement of call centre staffing * Track and analyze call arrival and AHT patterns to ensure requirements are optimized to achieve service level goals * Analysing performance data and develop insights into business performance vs. Plan * Production and ownership of daily, weekly and monthly reports for use by operational boards, the senior management team and operation function head. * Identifying and highlighting of potential and emerging trends and problems along with proposals for solutions * Deputise for the Forecast and Resource Planning Manager in their absence and on any other delegated authority tasks

Your skills/experience will include:

* 2+ years working in a contact centre environment with exposure to forecasting front and back end channels * Advanced Excel with Manual Forecast modelling experience essential * Proficiency in the use of WFM software, with Impact 360 being an advantage * Demonstrate the use of erlang in resource planning * Organized with the ability to work on and run multiple tasks with conflicting deadlines * Good understanding of back office resource planning methodologies * Previous experience in a resource planning role * Ability to disseminate large amounts of information, shape into detailed plans and reports and present conclusions * Ability to develop strong internal relationships and interact and influence at all levels * Self-motivated, flexible and responsive to business needs and changes in priorities and deadlines * Strong communication skills both written and verbal * Ability to create reports with high visual impact * Strong analytical skills and highly numerate * Attention to detail and accuracy

What's in it for you?

At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary, we also give you 23 day's holiday (which increases with length of service), pension scheme and access to voluntary benefit options including; child care vouchers, share plan schemes, life assurance, holiday buy and many more designed to suit your own personal lifestyle.

What we hope you will do next

Help us find out more about you by completing our short application process - click apply now.

Please note that we may contact you before the end date of this advertisement, and reserve the right to close the process early if the successful applicant has been identified.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check.

Listen | Create | Deliver

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check

Required Skills
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Nice To Have Skills
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Required Qualifications
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Additional Details

Employment Authorisation Type of Position
See listing Permanent
Salary and Package
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Required Education