Summary from listing
The role is responsible for producing short-, medium-, and long-term forecasts and resource plans for business areas, developing bespoke planning and forecasting models, operating WFM/WFO systems, analyzing contact-centre metrics, supporting pan-retail multi-channel planning, and using real-time analysis to improve schedule adherence and service delivery. The position requires experience in resource planning, demand modelling, stakeholder collaboration, telephony and WFM/WFO systems, multi-channel forecasting, and advanced Excel; knowledge of CACI Forecaster or IBM Modeller is desirable.
