Forecasting and Scheduling Lead

Job title: Forecasting and Scheduling Lead

Office location with hybrid working: Belgrade

About the role and the Team:

Forecasting and Scheduling Lead will be responsible for delivering forecasting, resource planning, and insight across Hyperoptic's contact centres. They will ensure that accurate/ effective modelling / reporting is available at all times, enabling robust decision making and allowing rapid short / long term decisions to be made regarding resource and cost. They will also contribute to the management and delivery operational MI and Insight as well as for producing budget requirements. They will need to demonstrate experience of resource planning and the ability to develop schedules whilst dealing with a dynamic operating area.

What will you be doing?

Strategic:

• Deliver creative, relevant and meaningful insight on operational performance by analysing data and MI
• Deliver forecasting capability models that ensure accurate, predictable and cost effective service delivery
• Build strong relationships with all stakeholders
• Assist in creation of long and short term recruitment plans detailing FTE requirements and work with HR and other stakeholders as appropriate to deliver against those plans
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Resource Strategy and Operational Performance:

Operational Planning processes

• Forecast and scenario model the impact of customer lifecycles, business growth, projects and initiatives
• Contact forecasting
• Propensity modelling
• Manage Workforce management toolAudit and maintain the integrity of data in workforce management tool and related databases
• Identify changes in contact volumes and reallocate resources when workload requires
• Workforce scheduling
• FTE planning through budget forecasting and reforecasting
• Recruitment and resourcing requirements
• Collaborate on real-time activities to ensure appropriate agent coverage on all support channels

Operational MI processes

• Develop reports and reporting tool
• Produce Performance reports and on-demand reports
• Business Insight development and delivery

Continuous improvement:

• Actively develop, implement, and advocate a culture of continuous performance improvement to achieve customer service excellence and optimum operating efficiency
• Ensure that appropriate processes and systems are in place to enable the effective management of capacity
• Seek to continually evolve all processes and systems, with an emphasis on customer service levels, productivity and efficiency optimisation
• Act upon stakeholder and employee satisfaction results to drive quality, service, and motivational improvements in line with Hyperoptic values and behaviours

What are we looking for?

• At least 2 years relevant experience in a similar role
• MS Office package proficiency
• Outstanding English communication skills (verbal and written)
• Able to perform root-cause analysis
• Excellent organisational skills

Why work for us?

We're in your corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done!

Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification (2022-23) and UK's Best Workplaces for Wellbeing (2022)

In our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers, now we're more than 700 people and about to move into our brand-new offices. Do you want to be a part of our next adventure?

Going beyond the expected

Whatever we're doing – whether we're liaising with our customers, delivering our network, or working on our company strategy, going beyond the expected is the benchmark for everything we do. How we work is shaped by our three culture principles:

• We work smarter together
• We stay focused
• We strive for excellence

Some of our key Benefits:

• Competitive salary
• Global Remote working for up to 2 week per year for those who are able to work remotely
• 25 days' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, move house and volunteer
• Access to a wellbeing platform, Rezilient
• Partnership with SOS Children's Village
• Private medical insurance
• Travel discounts
• Fit Pass discount
• Technology discount
• Team sports activities
• Massages in the office
• Sweet Tuesdays

We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.

What happens next?

1. You apply (please send us your CV in English)
2. We carefully review your application
3. We'll get back to you — even if it's a no (for now)