Forecasting & Scheduling Manager

Job Overview

Forecasting & Scheduling Manager

Remote Working

Flexible on location - Successful candidate will be required to travel to Cork regularly on return to Business as usual in travel.

Permanent full time

Our client has an exciting position available for a Forecasting & Scheduling Manager, reporting to the Senior Manager Workforce Management.

Let us tell you more about this great opportunity:

As the Forecasting & Scheduling Manager, you will have full forecasting responsibility for short, medium, and long-term forecasts/capacity plans. This includes but is not limited to designing and analysing the factors driving activity volume, staffing, and labour costs. Assuming full ownership and end-to-end responsibility of short to medium-term Resource Planning, you will lead and drive the overall planning performance for assigned books of business.

How you will spend your day:

  • Take the lead on managing the existing client Workforce Management (WFM) relationship.
  • Responsible for clearly understanding the client's business, their requirements, and needs, adapting where necessary.
  • Assumes ownership of Scheduling and short/medium-term Forecasting for assigned books of business.
  • Carry out strategic resource planning tasks for short and mid-term planning purposes.
  • Conduct shrinkage analysis, capacity planning, business improvement through resource planning changes, leave planning, recruitment forecasting, "what if" scenario modelling.
  • Oversee the forecasting of call volumes, all staff group scheduling, and operational optimisation.
  • Use forecasting tools to develop projected future call volumes for intra-day, daily, weekly, monthly, and annual trends.
  • Provide support and resource forecasting for impact on Service Delivery in response to campaigns and promotions.
  • Utilise knowledge, experience, and information from all parts of the organisation incorporating the demand into resource scheduling.
  • Provides data analysis and WFM knowledge/advice for potential new business when required.

Essential Qualifications, Training and Experience:

  • 5+ years experience in a Forecasting & Scheduling role.
  • Full knowledge of Scheduling and Real-Time best practices and implementing strategies.
  • The ability to take the lead in managing a multi-vendor, multiple location agent workforces.
  • Proficiency with the MS Office Suite of tools (Excel, Word, etc.).
  • A solid understanding of all common WFM and call centre metrics (ErlangC etc.) and current knowledge of call centre best practices.
  • Ability to implement first-class scheduling and forecasting strategies.
  • Enterprise resource planning/demand-driven material requirement planning experience.
  • Experience working with NICE IEX is an advantage.

Our ideal candidate:

  • Ability to build fit for purpose forecast models for an environment whose culture is focused on their people and service to customers and clients.
  • Demonstrable strategic influencing, negotiation, and decision-making skills.
  • Ability to analyse problems, think critically and creatively, and make effective decisions within appropriate timescales.
  • Strong relationship and stakeholder management skills.
  • Ability to prioritise and meet or re-negotiate deadlines.
  • Experience with IEX and/or other workforce management systems is an advantage.

Some other employee benefits include:

  • Wellbeing programme focused on our people's health and wellness
  • Health Discount Programme
  • Employee Assistance Programme
  • Pension Scheme
  • Employee Discounts
  • Life Cover
  • Development Programmes to support your progression
  • Refer a Friend Scheme
  • Cycle to Work Scheme
  • Leap Card Tax Saver
  • Maternity Pay & Paternity Pay

Apply Today

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