Operations Forecasting Specialist
1 week ago
Job Overview
">This role plays a critical part in maximising the value of Active Operations Management (AOM) leadership disciplines across the organisation.
">The job involves effective stakeholder management, coaching leaders to adopt AOM methodology, and providing insights to embed a cycle of effective planning and review into the business.
">The role collaborates with the Workforce Optimisation team to deliver analysis and reporting on a daily, weekly, monthly, and multi-monthly basis.
">Main Responsibilities
">- ">
- ActiveOps relationship management">
- Governance of the relationship with ActiveOps, including strategic discussions, contract oversight, CIQ version upgrades, and deployment to new areas. Creation of internal case studies & success stories.">
- Development of a consistent training and development platform for leadership, focusing on developing new leaders to a minimum standard and maintaining and growing existing leaders' AOM capability.">
- Supports and coaches operational leaders in effective usage of AOM Method and ControliQ tool to ensure full value delivery. Tracks outcomes and activity following Health Checks and provides support in best practice reporting and benefit tracking (monthly).">
- Utilises ControliQ and AOM to inform projects and benefits realised.">
- Long Term Business Planning">
- Development and management of long-range forecasting tools and models for teams spanning Claims, Member Service, Partner Service, and specialist supporting teams.">
- Delivers recommendations around resourcing in line with each team's forward recruitment strategies, ensuring staffing requirements are balanced with operating budgets.">
- Supports stakeholders with planning, management, and implementation of medium to long-term forecasts.">
- Makes recommendations using shrinkage targets to enable effective planning of activities, such as training, meetings, annual leave, and turnover tracking for recruitment.">
- Provides detailed trend analysis of volumes, Average Handle Time, shrinkage, Response Time performance, and other metrics as required, to improve forecasting accuracy and productivity.">
- Utilises key information and technology tools to produce reporting from WFM, Power BI, AOM, Genesys, and other reporting sources.">
- Works with key reporting teams to make regular reports available on an automated basis.">
- Responsible for providing reports to clients and collaborating with line of business management to determine overall strategy.">
About You
">Tertiary qualifications in business, data, or workforce transformation are essential.
">A minimum of 5 years of experience in resource planning for both contact centre and back office operation teams, with demonstrated AOM experience, is required.
">Experience producing reporting and/or insights reporting on operational performance is also necessary.
">Previous reporting experience within a workforce planning team is highly desirable.
">Experience in Genesys, NICE, AOM, and Aspect / Alvaria Workforce Management is highly desirable.
">Demonstrated time management skills, including the ability to manage competing priorities to achieve deadlines and desired outcomes, are crucial.
">Ability to work with ease in a rapidly changing environment and well-developed analytical and problem-solving skills are also essential.
">Demonstrated ability to communicate effectively with people at all levels to achieve tasks and work under pressure while making effective decisions.
">Why Us
">We value innovation, collaboration, and making a positive impact on people's lives.
">-
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