Forecasting & Scheduling Analyst

Under the general direction and guidance of the Forecasting & Planning Manager, our Forecasting & Scheduling Analyst is primarily responsible for supporting with the planning and forecasting of resource requirements, the effective deployment/alignment of resources through demand profiling, across a multi-site and channel operation. Working with the Real Time Analyst team to help deliver service across all areas of Customer Contact. In addition, the Forecasting & Scheduling Analyst is responsible for working with our Operational Managers, reviewing processes, 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 levels
• Production of weekly intraday schedules, highlighting areas of concern and devising corrective actions plans
• Supporting with the decision making on change of hours/flexible working requests considering business requirements/customer impact, employee welfare and effect on attrition
• Accurately 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 CEO
• Confidently 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 solutions

What 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 skills
• Honed collaboration skills
• Strong contact centre background and experience of contact centre/high volume metrics
• The ability to communicate to all levels up to and including CEO
• Proven tack record in data analytics
• The ability to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritise responsibilities
• Advanced 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 g igh-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.
• Discretionary profit share bonus scheme
• Life Assurance at 3 times your basic salary.
• 34 days holiday entitlement per annum (pro rata for part-time hours).
• Free car parking at the airport and access to rest areas during breaks.
• Recommend a Friend scheme (£250 for successful referrals) & contributory pension scheme.
• Colleague discounts on Jet2holidays and Jet2.com holidays and flights!