Contact Centre Planning & Forecasting Analyst

27 Jul 2017
26 Aug 2017
Contract Type
Full Time

Contact Centre Planning & Forecasting Analyst - Wednesbury

Circa £27k + benefits

About the Contact Centre Planning & Forecasting Analyst Role:

As our Contact Centre Planning & Forecasting Analyst, reporting directly into our Head of Customer Experience, you'll be an intrinsic member of the Customer Experience team in delivering great customer service for our new and existing customers of the Smiths News brand. We currently serve approximately 30,000 customers across both multiple and independent retail segments and handle in excess of 50,000 calls every week through our customer contact centres.

In this high profile and interesting role you will:

  • Provide a strategic and tactical planning / resourcing capability creating optimum efficiencies for the teams productivity
  • Establish a tracking and measurement process to ensure progress is monitored and reviews against strategy and KPI's, including to selection of a new forecasting tool, whilst facilitating an excellent customer journey
  • Be the point of escalation for Contact Centre and Head Office (Swindon)
  • Plan effective utilisation of Contact Centre & New Selling Point (NSP) resource in line with the workload. This will include calls, emails, multi media contacts and customer administration across the area
  • Be responsible for all aspects of MI reporting and analysis
  • Take accountability for the operational management of the Interactive Voice Response (IVR) system, ensuring consistency of application of customer messages
  • Assist in the development and optimisation of ACD (Automatic Call Distribution) and associated Telephony systems

You'll be based in Worcester and be expected to occasionally travel to other sites within the UK for meetings and training events, such as Swindon and Newcastle.

About You:

With a track record of career progression within a contact centre environment, you'll be able to evidence:

  • Highly numerate/strong analytical skills
  • Expert knowledge of Excel / PowerPoint and SharePoint - building and maintaining complex spreadsheet models and developing PowerPoint presentation for use at senior management level
  • The ability to work proactively, independently and self-motivate
  • Knowledge of forecasting methodology & regression analysis
  • A good understanding of end to end resource planning methodologies including scheduling
  • Strong stakeholder management & engagement
  • Customer focus
  • That you're highly organised with a well-developed approach to prioritisation
  • Good influencing, negotiating diplomacy and creative skills
  • The ability to promote the introduction of new ideas by continuous improvement initiatives
  • Managing service to agreed service levels
  • Excellent oral and written communications skills


  • An awareness of IT and Telephony systems
  • Previous Contact Centre planning and scheduling experience
  • An understanding of Telephony routing and reporting
  • Experience of managing IVR scripting, queue messages and support processes
  • Experience of MI & Reporting within a Contact Centre environment
  • Experience using workforce management software solutions and real time schedules in the contact centre

About Us:

Our Connect News and Media division; Smiths News is the UK's largest news wholesaling business with 55% market share, distributing newspapers and magazines on behalf of all major national publishers and a large number of regional publishers. The business serves 30,000 customers across England and Wales, supplying large multiple retailers and independent newsagents. Dawson Media Direct supplies newspapers, magazines and inflight entertainment technology and content to over 120 airlines in 115 airports worldwide. More recently, we have invested in two exciting new businesses. Pass My Parcel is a click and collect local delivery service with clients including Amazon and ASOS. Jack's Beans is a vended coffee brand which we market through retail outlets across the UK.

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