Ayvens
Customer Contact Forecasting Analyst
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At Ayvens, progress starts with you.
Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.
We’re looking for a Customer Contact Forecasting Analyst to join our Resource Planning team at our office in Lyde Green, Bristol. This is a newly created role, offering the opportunity to design, build and implement forecasting and capacity models from the ground up.
Working closely with Planning Schedulers, Real Time Coordinators and key stakeholders, you’ll use data and insight to predict demand, optimise resource planning and support key business decisions. This role will play a critical part in balancing service performance with cost efficiency.
You’ll be responsible for developing accurate demand forecasts and translating these into clear capacity requirements. Using a combination of operational data, financial inputs and business forecasts, you’ll provide actionable insight to ensure the right resources are in place at the right time.
Key Responsibilities
- Forecast customer contact demand across short, medium and long-term time horizons.
- Translate forecasts into capacity models and staffing requirements (FTE).
- Produce clear insight and recommendations to support operational and strategic decision-making.
- Monitor forecast accuracy and provide reporting to support team scheduling and planning.
- Analyse performance data to identify opportunities to improve efficiency and reduce costs.
- Support workforce planning through headcount modelling, including attrition, shrinkage and productivity.
- Build and maintain forecasting models using multiple data sources, including operational, financial and sales data.
- Provide resource impact assessments for new projects, product launches and business changes.
- Develop scenario models to assess the impact of process, system or structural changes on performance and customer outcomes.
- Create reports and presentations to communicate insights clearly to both technical and non-technical stakeholders.
- Work closely with planning teams to ensure forecasting aligns with real-time operations and scheduling.
- Support budgeting and financial planning through detailed headcount forecasting.
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Skills & Experience
- Strong analytical and problem-solving skills.
- Experience in a forecasting, capacity planning or resource planning role.
- Background in a contact centre, financial services or operational environment.
- Advanced Excel skills and experience using tools such as Power BI or similar reporting platforms.
- Experience building forecasting, demand or resource planning models.
- Ability to turn complex data into clear insight and actionable recommendations.
- Strong communication skills, with the ability to explain technical concepts clearly.
- Comfortable working with incomplete data and applying logical assumptions.
What We Offer
Rewards & Financial Benefits
- Salary £35,000–£42,000 per annum, depending on skills and experience
- Competitive pension scheme
- Annual salary review and bonus scheme
- Give As You Earn (GAYE) scheme
- Employee referral scheme (£1,000)
- Retail discounts programme
- GymFlex membership options
- Cycle to Work scheme
Health & Wellbeing
- Life Assurance
- Health assessment options
- Travel insurance
- Critical illness cover
- Personal accident insurance
Time Off & Work-Life Balance
- 25 days’ annual leave + an additional Celebration Day
- 37.5 hour week, Monday to Friday, no weekends
- Holiday buy & sell scheme
- Volunteer days
- Time allocated for personal development
- Study support (where applicable)
Workplace & On-Site Facilities
- Free parking
- EV charging points
- Bike storage & shower facilities
- Complimentary breakfast
- Staff and social events
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Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!
Why Ayvens?
With over 3.4 million vehicles managed across more than 42 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.
At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are.
Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.
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