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Avencia Consulting
,
Leeds, West Yorkshire
MI Analyst
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Job Type: Full-time |
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Salary: £30,000 per annum |
Overview
The role The role of the Forecasting & MI Analyst will focus on resource forecasting and MI which will enable the delivery of the company's key priorities. Key accountabilities Develop and maintain resource planning models to establish short, medium and long term resource requirements Develop and maintain/evolve forecasting models for each line of business within the UK operation Design, develop and maintain business intelligence and associated reporting to support informed decision making Identify the key drivers of customer contact patterns and develop predictive models to assess staffing requirements Deliver, and continually develop, reporting against key service metrics Develop activity based cost models for each product area, liaising closely with the product teams and finance Maintain close link to online channel development and define strategies for assessing impact on future demand Skills & experience Proven experience in effective resource planning In-depth understanding of manual forecasting methods and formulas Knowledge of contact centre telephony technologies Strong analytical and problem solving skills An excellent communicator able to champion the needs of the customer service team Expert skills in MS Excel for modelling and scenario planning and other reporting tools Deep understanding of the key customer service metrics