Forecasting & Capacity Analyst

Purpose of the Role

As our new Forecasting & Capacity Analyst, you will be responsible for managing, developing, and maintaining telephony (inbound and outbound), digital and back-office forecasts for the front-line business.

You will:

• Create accurate multimedia workload, service level and FTE requirements forecasts on a long-term, monthly, weekly, daily and interval level
• Ensure accuracy of forecast by analysing and monitoring the performance of the capacity plan on all key drivers quantifying their impacts on service levels each month
• Design and maintain simulation models that effectively reflect current business assumptions while ensuring flexibility to change key input/driver variables
• Communicate weekly and monthly results to key business stakeholders to confirm or recommend any changes in assumptions of data, to ensure accuracy of staffing requirements on going
• Complete any impact analysis, using s...