Title : Resource and Forecasting Analyst
Reports To : Resource & Forecasting Manager
Department : Marketing - Resource Planning
Salary : Up to £26,903 per annum
Benefits :

Competitive benefits package

Job Purpose:

Responsible for the management, control and development of workforce management systems and processes for RIAS call centres.   Includes the production and management of call forecasting models and associated resource plans and schedules. To manage the implementation of mid to long term plans in order to drive business efficiency.

Accountabilities:

• Design, build and develop flexible models, which accurately forecasts call traffic across all inbound departments.
• Design, build and develop models, which accurately predicts the number of new business sales per renewal month based on the monthly marketing plans.
• Plan all mailing and other inbound marketing activity to ensure optimum phased response for home and motor each month and instruct marketing production team on delivery SLRecommend and implement optimum resource plans in inbound call centres and work with the operational team to implement.
• Forecast and deliver monthly resource schedules, which review resource levels and call predictions to predict service levels and work with call centre managers to mitigate risks to plan.
• Manage the control and implementation of phone numbers relating to direct marketing, in line with telephony strategy
• Manage the process of inbound resource planning by managing sign off agreed hours and work with the service level team to ensure the delivery of these hours.
• Briefing production team of all marketing plans to ensure timely delivery of stock, production and delivery of marketing.
• Act as an internal industry specialist for workforce management and call centre best practise.
• Work alongside the marketing and sales operations teams in the continual review of call centre processes for optimum business performance and channel efficiencies.

Essential Competencies:

• Extensive experience of workforce management systems and best practise
• Graduate level or equivalent
• High level of numerical ability
  Extensive experience of data analysis and producing statistical forecasting models that includes data modelling
• Experience of building statistical models
• Advanced Excel skills
• Good working knowledge of Qmax and other workforce management software
• Leadership and people management
  Good planning and organising skills
• Strong communication and influencing skills as liaising with managers around the business

Performance Measures:

• Scheduling all inbound direct marketing campaigns
• Accuracy of call forecasting to within 5%
• Accuracy of sales forecasts to within 5%
• Development of shift optimisation recommendations
• Identify and implement new ways to improve marketing planning
  Delivery of inbound activity schedule by specified date each month to allow campaigns to start on time