Capacity Planning + Forecasting Analyst

Job Description

As Capacity Planning and Forecasting Analyst, you’ll be responsible for calculating headcount requirements for target volumes and establishing achievable volume given current headcount considering various factors such as skill availability, resource availability, attrition and shrinkage.

Responsible for design, creation and management of proficient forecasting models for all business areas including Front and Back Office ensuring business objectives are achieved.

Responsible for generating short, medium and long-term forecasts as well as determining Average Handling Time and staffing needs for the business

What you’ll be doing

• You’ll be an experienced contact centre Resource Planning professional with a demonstrable track record of owning the forecasting and capacity planning process. Technically you’ll possess advanced excel skills for modelling and will have prior experience of using a WFM tool.
• You’ll like to work autonomously and enjoy having the responsibility to articulate your tactical and strategic recommendations regarding future staffing levels and predicted demand volumes to a broad senior stakeholder audience.
• You will develop and maintain medium to long-term forecasts for all areas and channels.
• Accountable for creation, development, and refinement of the Capacity Planning models with close liaison with recruitment to ensure sufficient staffing levels are available whilst minimising over / under staffing.
• You’ll proactively engage with operations, other business areas, and HR function to capture data required for application to the forecast, ensuring accurate resourcing levels to meet demand.
• Accountable for the effective review of forecast accuracy again the actual performance; communicating results & offering effective recommendations for improvement
• Ensure core Key Metrics are met via effective resource planning (ASA / abandon rates / AHT)
• Support the creation and delivery of key KPI / Performance MI reporting (Excel and PowerBI / Tableau)
• Identify Opportunities for process improvements and implement changes to enhance efficiency and effectiveness in Capacity Planning and Forecasting.

What you’ll bring

• Comprehensive call forecasting experience within a contact centre setting
• Ability to create accurate and detailed Capacity Plans and Models
• Commercial and financial awareness, with a full understanding of the impact of failure with regards to business costs
• Results focussed with the ability to prioritise and meet deadlines.
• Experience of utilising a WFM tool and broad appreciation of the end-to-end resource planning processes.
• Concise, professional, and effective interpersonal and communication abilities
• Effective Reporting / Production skills – Advance Excel knowledge required but experience with either Tableau or PowerBI is also desirable.
• Compelling communication and presentation skills to senior audiences & stakeholders
• Ability to bring fresh ideas and creativity to the role whilst working within the corporate guidelines.
• Experience of delivering to tight deadlines

What’s in it for you

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%.

At ScottishPower, we believe it’s the little things we do in life that make a big difference. From helping you look after your family’s wellbeing, save for your future and take personal steps for climate action – our benefits are designed to help you do just that - so that you have everything you need to take care of your world – today and tomorrow. That’s why our benefits include:

• 36 days annual leave
• Holiday Purchase – perfect your work/life balance with extra annual leave
• Share Schemes
• Payroll Giving and Charity Matched Funding
• Technology Vouchers – save more and spread the cost of your technology purchases
• Electric Vehicle Schemes – to help you transition to green/clean driving
• Cycle to Work scheme and Public Transport Season Ticket Loans
• Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
• Life Assurance (4x salary)
• Access to Savesmart financial wellbeing support
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why SP Energy Networks

SP Energy Networks is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the North West of England. We operate over 4000km of cables and lines that make-up the transmission network – connecting infrastructure like wind farms into the electricity system. It’s a role that puts us right at the heart of Scotland’s ambition to be Net Zero by 2044. And we’re taking it very seriously. We’re investing >£5.5 billion into our transmission network, directly supporting the rapid growth needed in renewable energy. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to thecommunities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you’ll fit right in.

We are committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to [email protected].

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.