Dŵr Cymru Welsh Water
Planning Specialist
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Job Requisition Number: 8921
Work Type: Permanent
Job Function: Customer Services
Salary Range: £35,833.00 - £39,163.00
Base: Linea
Closing Date: Wednesday 22nd July 2026 at 23:59
If you would like further information on this role, please contact Nic.Johnson@dwrcymru.com
What you will be responsible for
- Produce forecasts and resource plans for specific business areas to assist in the delivery of departmental targets covering short-, medium- and long-term outlooks
- Develop and effectively utilise bespoke planning and forecasting models to ensure that departments can achieve their KPIs in the most cost-effective manner
- Maintain and operate our WFM/WFO systems for forecasting and scheduling purposes
- Investigate various Contact Centre metrics and trends to continuously improve the plans and forecasts to achieve great service for our customers
- Work collaboratively with the wider Planning & Performance team to support the development of a pan-Retail, multi-channel plan
- When required, support in-day delivery of service levels through Real Time Analysis to ensure employee schedule adherence and management and tracking of off-line exceptions
- Embrace a forward-thinking culture and continue to challenge and improve current methods to ensure that best practice is embedded throughout the team
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About You
- Good experience of Resource Planning and Demand Modelling
- Good experience of working with and influencing key stakeholders in an organisation to help deliver effective plans
- Good experience of operating and maintaining Telephony & WFM/WFO systems
- Ability to develop forecast models for a multi-channel contact centre environment
- Good knowledge of Excel is essential
- Knowledge of advanced modelling tools such as CACI Forecaster or IBM Modeller (or similar) - Desirable, not essential
- Proven track record of delivering effective resource planning
- Ability to communicate insights and meaning to all levels of seniority in a way which delivers the message clearly and succinctly
- Ability to identify and highlight potential future issues that could impact the business and propose mitigation to avoid them
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Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT
© Dŵr Cymru Cyf 2019.
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