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Job Role: Forecasting Manager

Location: luton/flexible

Job Sector: 

Hours:  35 hours per week

As the Forecast Manager, you will contribute to our vision of being the UKs favourite property manager by:

  • Owning the Demand and Capacity Planning (D&CP) forecast process for our customer contact centres at FirstPort
  • Improving customer experience by ensuring we have sufficient resources available to meet customer demand
  • Optimise our contact centres by improving efficiency whilst protecting customer experience

This role reports to the Head of Operational Performance & Analysis.

About You:

You have experience in managing a forecast process for frontline customer service workforce with clear communication skills and ability to influence senior leaders

Being a data wizz, means you use and provide data to enable decisions

Main Responsibilities

Manage the monthly Demand and Capacity Planning (D&CP) process. D&CP involves preparing for and chairing three key decision making meetings each month

  1. Demand consensus – working with operational teams across FirstPort to understand our incoming customer demand and using data insights to forecast future demand
  2. Capacity consensus – work with the Head of Customer Experience and Customer Contact Centre of Excellence leadership team to understand actual and forecast capacity for customer contact agents. Including analysis of sickness absence, holiday, and productivity
  3. Reconciliation – produce the medium to long term forecast for customer contact to ensure we can deliver required customer experience while improving cost to serve

Manage the weekly short term planning process to understand our performance in day and recommend the most efficient use of our resources in day to deliver the best customer experience

Use data and insights to improve forecast accuracy

Work closely with operational leaders to help them understand the root cause of incoming demand and identify opportunities to reduce failure demand

Work closely with the Head of Customer Experience to increase contact centre utilisation and productivity

Play a proactive role in balancing resource utilisation in day to improve customer experience

Our Values

Friendly – We look out for people’s best interests, and show them we care by dealing with them in a warm and friendly manner.

Inventive – We’re creative and resourceful. We strive to improve what we do and how we do it, so we can provide the best ideas and solutions to look after people, their homes and communities.

Respectful – We listen, consult and take on-board people’s opinions and needs. We understand the importance of the home and community in people’s lives, and act with respect at all times.

Skilled – We’ve the qualifications, experience and take great pride in our work to consistently deliver the highest standards and value for money. We’re informed, and we’re always building on that knowledge to constantly improve our quality of service.

Trustworthy – We’re always professional, reliable, open and honest. People can depend on us to keep our promises and follow through on our commitments.