Job Description

Key responsibilities:
* To be able to provide insights in order to optimise performance across the business that aligns front and back office to deliver effective and efficient customer service
* Influencing key senior stakeholders across the business
* To develop and present meaningful business insight from detailed performance data
* Provide and present accurate, timely and informative performance reports
* Undertake analyses and provide insight into overall business performance
* Identifying performance issues and proposing mitigating actions and/or recommendations to improve the efficiency and effectiveness of services.
* Advise on the development and implementation of KPIs and PI's , monitor and review these to ensure alignment with the performance management framework

Planning and Forecasting
* To provide effective and accurate resource planning for specific business areas to ensure an adequate staff level across the business to achieve business goals and KPI's. Using both specialist applications such as the Genesys telephony Suite and generic applications such as Microsoft Access and Excel
* Analysis and reporting of daily, weekly, monthly and ad hoc performance highlighting key drivers of the results
* Analysis of statistics in order to forecast future trends and provide recommendations to the business
* Designing and developing bespoke planning and forecasting models for the business to ensure that departments can achieve their KPI's in the most cost effective manner
* To support the Planning and Analytics Manger in the development of the P&F Business Plan objectives and effectively implement the operational activities that support the overall business plans

Analytics
* Gather requirements and transform them into business specifications
* Document problem statements and define processes to ensure business resolution
* Organise and report relevant data

Required Knowledge, Skills, and Abilities

* Excellent influencing skills with a track record in managing senior stakeholders * Advanced knowledge in developing Performance frameworks that align to business goals * Ability to investigate data anomalies, understand its context and impact, and suggest solutions for fixing it * Exceptional numerical, verbal and written communication skills * Advanced knowledge of Planning and Forecasting * Highly developed and proven analytical skills * Genesys Certification or substantial experience to be able to manage, administrate and trouble shoot the telephony system and workforce management application * Accreditation by the Professional Planning Forum is desirable * Microsoft Certification is essential to be able to create and maintain complex bespoke models * Understanding of project methodologies is desirable * Experience of being able to translate Company strategic goals into practice to ensure that forecasts and modelling are aligned * Knowledge of regulatory targets, such as Service Incentive Mechanism (SIM) and awareness of the impact of accurate reporting * Has previous relevant experience of managing people, HR practices and health and safety * Experience of coaching and mentoring staff to maximise their performance and engagement