PURPOSE OF THE ROLE
This role leads the Forecasting & Capacity Analysts, supporting all Contact Centre Operations across Auto & General. This section of the Workforce Planning team is accountable for the ongoing development of Frontline Department Capacity / Resource Planning, leveraging the Workforce Planning technology available. This team analyses portfolio trends and customer contact patterns through the engagement of key business stakeholders.
POSITION ACCOUNTABILITIES
Lead and develop the Workforce Planning Forecasting & Capacity Analyst employees, to support our Frontline contact centres in achieving industry leading Contact Centre performance.
Ensure accuracy of frontline department forecasting by analyzing and monitoring the performance of the capacity plan on all key drivers quantifying their impacts on service levels each month: call/work volume, arrival patterns, average handling time, shrinkage, attrition, intra-day resource alignment to demand etc.
Design and maintain simulation models that effectively reflect current business assumptions while
... Click here to view more detail / apply for Forecasting & Channel Optimisation Manager
This role leads the Forecasting & Capacity Analysts, supporting all Contact Centre Operations across Auto & General. This section of the Workforce Planning team is accountable for the ongoing development of Frontline Department Capacity / Resource Planning, leveraging the Workforce Planning technology available. This team analyses portfolio trends and customer contact patterns through the engagement of key business stakeholders.
POSITION ACCOUNTABILITIES
Lead and develop the Workforce Planning Forecasting & Capacity Analyst employees, to support our Frontline contact centres in achieving industry leading Contact Centre performance.
Ensure accuracy of frontline department forecasting by analyzing and monitoring the performance of the capacity plan on all key drivers quantifying their impacts on service levels each month: call/work volume, arrival patterns, average handling time, shrinkage, attrition, intra-day resource alignment to demand etc.
Design and maintain simulation models that effectively reflect current business assumptions while
... Click here to view more detail / apply for Forecasting & Channel Optimisation Manager
