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Forecasting Analyst

Company: BT    Location: Sheffield
Forecasting Analyst, Sheffield

Hours 37.5hrs per week

Plusnet is an Internet Service Provider based in Yorkshire. In 2015 we celebrated our 18th birthday and continue to grow successfully - we now have more than 1000 employees across our sites in Sheffield and Leeds. In 2007 we were acquired by BT but continue to operate as a completely stand-alone business with our own distinct brand identity. We offer no-nonsense calls, broadband and TV packages for a fantastic price, all complemented by our award winning customer service. Our Yorkshire-based offices have a distinctly friendly and informal feel and we believe that you can do great business without the suits!

The Role

The successful candidate will report directly into the Forecasting Manager as part of the wider Forecasting & Planning team. We are looking for someone who can think creatively and has prior experience with forecasting models and propensity modelling. This is an ideal opportunity to work in a growing operation and make real improvements to the great customer service we offer.


You will join a dedicated team, responsible for short, medium and long term forecasting for an operating model covering a variety of skill sets and contact methods, which is becoming increasingly multi-blended.

You will be responsible for producing weekly, daily and intraday forecasts for both calls, chats and tickets. Call volume and handling time will be the key forecast metrics however predicting service level, ASA & other KPIs will be required.

Given the growth and fast paced nature of the business you will expected to build and continuously develop both existing and new forecast models with the support of the Forecasting Manager.

You will liaise with key stakeholders across all areas of the business to ensure our forecasts accurately reflect the future demand into the contact centre, as well as project deliveries which will impact demand and capacity. You will communicate information to a variety of audiences, both verbally and written, at various levels of the organisation up to senior management level.

This role would suit someone with a creative and flexible approach to problem solving.

Essential skills

Experience in demand forecasting planning and propensity modelling
A track record of analytical abilities and driving results
Excellent Excel skills

Desirable skills

Telecoms Call Centre experience

Knowledge of / experience of working with a workforce management system(s) (Aspect eWFM, IEX TotalView, Verint Impact 360, etc.)

Personal skills

Stakeholder management
Ability to manage and prioritise workload

Focuses upon customer in all that is delivered

Self-driven with a keen work ethic