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Forecasting Analyst

Company: Plusnet    Location: Sheffield
About Plusnet

Plusnet is a Yorkshire based ISP with a unique brand identity. Its a fast paced environment yet our offices have a distinctly friendly and informal feel to them - we know that you can do great business without the suits. We believe in making a difference, team work and putting the customer first in everything that we do. Its an approach thats allowed us to keep delivering award winning products and services for nearly 20 years!

Whatever your career ambitions, Plusnet is committed to giving you the skills and support that you need in order to achieve your goals; whether its training and development or just a breather over a game of table tennis or pool!

Of course theres lots of other reasons to work at Plusnet; well support you through a wide range of Plusnetter perks including free staff broadband & phone packages, pension, bonus & shares scheme and numerous discounts on items such as cinema tickets, mobile tariffs, city parking, gym memberships and much more!

So, if youre looking to think creatively, challenge yourself and make the decisions that matter - wed love to hear from you!

About the job

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.

The Challenge

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.

In order to apply you must have the following skills, experience and outlook

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