Forecasting & Scheduling Analyst

What you will be doing...Under the direction and guidance of the Forecasting & Planning Manager, our Forecasting & Scheduling Analyst is responsible for supporting with the planning and forecasting of resource requirements, the effective deployment/alignment of resources through demand profiling, across a multi channel operation. In addition, the Forecasting & Scheduling Analyst is responsible for working with our Operational Managers, reviewing processes and making recommendations for improvement.Key Responsibilities will include: Thorough analysis of historical data and trend analysis to help formulate proactive long and short-term resource plans to ensure delivery of service levelsProduction of weekly intraday schedules, highlighting areas of concern and devising corrective actions plansSupporting with the decision making on change of hours/flexible working requests considering business requirements/customer impact, employee welfare and effect on attritionAccurately forecast weekly, daily and intraday work volumes and average handle times (AHT’s)Supporting with the tracking and analysis of all Contact Centre and agent performance, and be comfortable with providing commentary for all levels of management including CEOConfidently supporting regular forecasting and staffing review meetings with management and Real Time Analysts, detailing previous and current performance as well as forecasted performance (Short/medium & long term), while also identifying risks and solutionsWhat are the key skills/experience you’ll already have? The successful candidate will already be demonstrating Role Model behaviours and will be an ambassador for the Jet2 brand and ethos. You will also have -A highly analytical nature and have strong problem solving skillsHoned collaboration skillsStrong contact centre background and experience of contact centre/high volume metricsThe ability to communicate to all levels up to and including CEOProven tack record in data analyticsThe ability to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritise responsibilitiesAdvanced Excel skills, SQL, Python and Tableau experience would be advantageous along with experience of Work Force Management systems.This role is home-based therefore it is essential that you have a suitable quiet working space and a high-speed broadband connection. Please be aware this role is available on a UK contract basis; therefore, you must be based in the UK. What can we offer you?Competitive salary with annual review.Discretionary profit share bonus schemeLife Assurance at 3 times your basic salary.34 days holiday entitlement per annumRecommend a Friend scheme (£250 for successful referrals) & contributory pension scheme.Colleague discounts on Jet2holidays and Jet2.com holidays and flights!Help us to send our all-important customers on holiday with Jet2.com and Jet2holidays!!Hours per Week40 Hours Job TypePermanentSalaryCompetitiveCareers With UsContact Centre Careers DeptTraining Planning & MI Careers TeamForecasting & Planning