Planning & Forecasting Analyst

Planning & Forecasting Analyst

Haywards Heath or Salford Quays
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We currently have an exciting opportunity for a Planning & Forecasting Analyst to join our Claims team in either Haywards Heath, West Sussex or Salford Quays, Manchester.
The successful candidate will be a subject matter expert and ‘go to’ person for the business about all planning and forecasting matters relating to allocated business lines. You’ll need to be proficient at building Excel-based models for forecasting demand in a multi-channel environment, and a seasoned user of supporting technologies (WFM and Telephony).
Job responsibilities
  • Produce accurate and timely forecasts ranging from short-term tactical to long-term strategic plans for prescribed areas to ensure all call volumes and sales plans are delivered as effectively as possible
  • Produce short and long-term capacity plans to support operational delivery
  • Provide key input into the annual budgeting process, providing plans for the Operations management team
  • Provide accurate manipulation of data from disparate data sources
  • Conduct and provide analysis and recommendations of required changes to support the evolving demand patterns
  • Produce and maintain high-quality and accurate forecasts to enable the optimisation and enhancement of customer service across all areas
  • Complete monthly analysis of top line planned vs actual call volumes
  • Support day-to-day decision making that has significant financial and reputational impacts e.g. outsourcer billable hours
  • Identify opportunities for improvements in forecasting
  • Track recruitment and attrition and give resourcing advice to the Operations management team
  • Implement consistent resource optimisation processes and methodologies
Skills, knowledge & experience
  • Strong MS office skills (advanced Excel and database skills required)
  • Demonstrable commercial focus and business acumen in recommendations and decision making
  • Ability to talk confidently and credibly with senior management regarding forecasting, capacity and planning
  • Experience of working in a large, multi-skilled call centre environment
  • Experience of managing resources to a controlled and defined budget
  • Use of WFM tools to produce call forecasting information
  • Load balancing and blending of call centre resource across product lines and call centres
  • Prior knowledge of planning response to marketing campaigns
  • An organised and proactive approach
  • Analytical and logical thinker with the ability to apply creative solutions to resource constraints
  • Flexible approach to work and a positive attitude
What can we do for you? 

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

Employee benefit packages to suit your lifestyle, including a company pension scheme, group life assurance, enhanced maternity and paternity pay, professional subscription fees, the opportunity to buy additional holiday, health cash plan, help with travel expenses and the opportunity to take a paid day off each year to do charity work.

Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.
If this job sounds like the role you're looking for, apply today!
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75% of people would recommend a friend to work at First Central

Based on 87 Glassdoor reviews (January 2020)


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Pension scheme

We offer a workplace pension scheme for all employees.

Get your birthday off

We give you an extra day off to celebrate your special day.

Generous holiday entitlement

All employees receive a generous holiday entitlement.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Holiday Extra

We give you the option to buy up to five additional days of annual leave.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.