Forecasting & Scheduling Analyst (BPO/Call Center)

Our clients team has a vast in-depth knowledge gained from years of real world delivery in large private and public companies, including many household brands. Their expertise spans across process improvement, lean management techniques, operations technology delivery and enhancing customer experience. Our client's purpose is to support the growth of UK businesses and increase operational efficiencies, through the deployment of flexible, rapid and low cost solutions that deliver real business outcome

Role overview

Working as part of our clients Performance Team, and dedicated to Saga Travel, you will undertake resource planning activities across the long-, medium-, and short-term timeframe. You will be responsible for ensuring the creation of accurate plans, and the optimal use of resources, to deliver sales, financial, and service level targets.

Job Type: Full-time/Permanent

Location: Cape town

Workplace: Onsite

Requirements

• Previous experience of similar WFM roles
• Working knowledge of Microsoft Excel
• Strong numerical and analytical skills
• Exceptional communication and relationship management skills

Responsibilities

• Produce, and continually refine, business level capacity plans that reflect Saga’s latest sales plans, operating model strategy, productivity aspirations, and target service standards
• These will be prepared through regular interaction with the Saga Management Team, utilising available Finance and Marketing inputs, and through tracking historical actuals
• These plans should ensure that performance standards are achieved all year round, with any risks being escalated, and mitigating actions proposed
• Run scenario planning, and make resourcing recommendations, that drive the most value out of the inhouse and our clients operation
• Create demand forecasts, for all customer interaction channels, at a weekly, daily, and interval level (where required)
• Produce optimal shift patterns, to ensure the best possible coverage is delivered, while adhering to any relevant employment legislation and considering colleague work-life balance
• Work with the Operational teams to ensure that ‘out of office’ shrinkage (e.g holidays) and ‘in office’ shrinkage (e.g. breaks, briefings) are effectively planned in line with demand profiles
• Monitor, and drive, real-time performance (within our client) ensuring that the right people, are in the right place, at the right time to maximise productivity
• Work in close collaboration with the Saga real-time team, to deliver a ‘one team approach’, and to drive the right performance outcomes across multiple work types and customer groups