United Utilities
Forecasting and Capacity Planning Analyst
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Salary - £41,961.00
Work Type - Onsite
Job Location - Lingley Mere (UU), Lingley Green Avenue, Great Sankey, Warrington, WA5 3LP
Role Type - Permanent
Employment Type - Full Time
Working Hours - 37.0 Hours per Week
We have an opportunity for a Forecasting and Capacity Planning Analyst to join us! Working across both disciplines of capacity planning, forecasting and providing insight to operations.
In this role you will deliver forecasting, capacity planning and operational analytics to achieve the business requirements while ensuring that service levels to customers are maintained at the target levels
What You'll Be Doing
- Understand drivers of customer demand to accurately forecast for Customer Service areas to enable service level predictions on a weekly rolling 12 month basis
- Understand customer base and different propensity of contact rates and preferred channel to enable future FTE requirements
- Provide insight for all departments by pulling the data from Work Force Management and communicating effectively with stakeholders
- Ensure accurate staffing levels are driven through the forecasting process to meet the established demand and hit business KPI's
- Continually review staffing against plan and work to improve and deliver efficiencies to plan while not impacting Planning's relationship with the business.
- Produce weekly analysis on performance of each key planning input and the Performance in terms of items worked and backlog position.
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Accountabilities & Responsibilities
- Understand drivers of customer demand to accurately forecast for Customer Service areas to enable service level predictions on a weekly rolling 12 month basis
- Understand customer base and different propensity of contact rates and preferred channel to enable future FTE requirements
- Provide insight for all departments by pulling the data from Work Force Management and communicating effectively with stakeholders
- Ensure accurate staffing levels are driven through the forecasting process to meet the established demand and hit business KPI's
- Continually review staffing against plan and work to improve and deliver efficiencies to plan while not impacting Planning's relationship with the business.
- Produce weekly analysis on performance of each key planning input and the Performance in terms of items worked and backlog position.
What You'll Bring
- An understanding of and experience using various forecasting methodologies to forecast for phones, back office and digital channels or transferrable analytical skills.
- Experience in/or familiarity with, building capacity plan models or demand and supply projections from scratch and able to calculate FTE.
- Experience of WFM systems i.e. Verint Impact 360, Avaya
- Strong demonstrable experience of using MS Excel and Alteryx / Power BI / SQL / Similar data mining tools
- Strong problem solving, analysis, planning, organising and stakeholder management skills, with the ability to communicate effectively at all levels.
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Qualifications
- Degree-level qualification or equivalent professional experience
What We Offer
- A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
- A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover
- Up to 7.5% performance-related bonus scheme, as well as recognition awards for outstanding achievements
- A comprehensive healthcare plan through our company-funded scheme
- MyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions
- Best Doctors
- Salary Finance
- Wealth at Work courses
- Deals and discounts
- EVolve Car Scheme
- Employee Assistance Plan
- Mental health first aiders
- ShareBuy
- MORE Choices flexible benefits
- Enhanced parental leave schemes
We rely on every employee to ensure our customers receive the best possible service, day in, day out. In return, we ensure that you will be well rewarded for your efforts, from an excellent salary through to development opportunities that will really kick start a thriving career here at UU.
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