Forecasting & Planning Specialist - 11703

1
Yorkshire and the Humber
Sheffield
Quadrant Two
Staff Grade 4
Permanent
Full Time
Contact Centre
£27,572
As the Forecasting & Planning Specialist, you will be working within a busy contact centre environment with both back and office and phone based activity, you will be tasked to lead on all Forecasting analysis and planning projects including but not limited to capacity planning, resource demand and project allocation across the entire department. Interpret data to a high standard to achieve the results that can maximise the use of resource across the business.
With multi-channel spread across several sites this role will be suitable for someone with extensive experience of both accurate forecast creation and specialist and specific planning projects, as well as managing and analysing data for reporting and performance reasons with the most cost effective plans being put in place to ensure cost savings whilst maintaining and increasing service levels.
This role is integral to the delivery of Contact Centre Services and requires high levels of stakeholder engagement and an ability to interpret data in a meaningful manner at all levels.
The Planning team is a small function within Contact Centre Services, looking after around 200 FTE spread across three sites, this includes our Sheffield Incident Communications Service and National Customer Centres located in Sheffield and Rotherham. The Team consists of a small number of planners and forecasters who work actively with the business to deliver upon Service Level Agreements.
You will be expected to help ensure key activities are delivered in a cost effective, productive and timely manner. You will be a strong communicator as you will be working closely with other members of the planning team and additional departments identifying resource and skill requirements where staff shortages are replenished according to the data analysed and provided.
It is important that applicants have the following skill sets and abilities;
• Extensive experience of working in the same or similar role and ideally within the public sector
• Excellent attention to detail
• An effective team player and communicator
• Able to present to senior member of staff in a confident and informative manner
• Strong experience of interpreting data and providing in-depth analysis
• Sound knowledge of Excel and other data analysis tools – Knowledge of Teleopti and Storm would be of particular use.
For additional information on this role please contact James Baugh on 07342080559 or email james.baugh@environment-agency.gov.uk

08/08/2019, 23:55 hours

Basic Check
Customer and Partner Relations
The role requires high levels of stakeholder engagement/management as well as building effective working relationships. Please demonstrate how in the past you have build effective working relationships and balanced the needs of stakeholders against the objectives of the business.
Workforce Planning
As part of our Workforce Planning team the role is required to get the most efficient use of our resource whilst meeting agreed SLA's. Please demonstrate your experience in workforce planning and tell us how you have used forecasting for a multi skilled workforce to allocate resource and meet varying service level agreements.
Communicates Effectively
A good level of communicational ability is required within this role. Please demonstrate a time when you have had to communicate a complex message or data to a varying audience, and tell us how you adapted your communicational style to meet the needs of your listeners.
Applies Analytical Knowledge and Experience
The role requires analytical work in supporting on going projects and change initiatives, please tell us how you have used your experience in workforce analysis to provide essential information on the workforce to support decisions regarding resource allocation in on going change projects.
If you are applying from the Civil Service please note that the Environment Agency is not a part of HM Civil Service and you would not be a Crown Servant in the event of being appointed. Therefore, you will not be eligible for continuous service. For applicants who currently work in local government or other bodies listed in the Redundancy Payments (Continuity of Employment in Local Government etc) (Modification) Order 1999, you may be eligible for continuous service for the purpose of calculating any future redundancy payment. If you are unsure of your status then you should contact your own HR Team.

We are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share, so please include clearly any information regarding your preferred working arrangements on your application.

We also have a Guaranteed Interview Policy to support those with a disability who are seeking employment. We have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.

The Environment Agency, as a Non-Departmental Public Body, is committed to providing value for money and utilises Central Government frameworks and contracts for all external recruitment needs. For this reason, we are unable to engage with the market directly through post, email or phone calls . Should you wish to become a support supplier on one of these frameworks or contracts please visit https://www.gov.uk/government/publications/become-a-crown-commercial-service-supplier/becoming-a-supplier-through-the-crown-commercial-service-what-you-need-to-know for more information.

This Vacancy is closed to applications.