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Forecasting and Capacity Planning Analyst

On-site in Warrington·Added 3 days ago (last checked 9 Oct)

United Utilities

90 open roles

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Overview

Job details

Permanent contract
Per the ad.

Requirements

Work on-site in Warrington
No relocation package mentioned.

Benefits

Up to 14% employer pension
Paid in by the employer, per the ad. The legal minimum is 3%.

Skills

Requirements

What we're looking for

An understanding of and experience using various forecasting methodologies to forecast for phones, back office and digital channels or transferrable analytical skills.
Experience in/or familiarity with, building capacity plan models or demand and supply projections from scratch and able to calculate FTE.
Experience of WFM systems i.e. Verint Impact 360, Avaya
Strong demonstrable experience of using MS Excel and Alteryx / Power BI / SQL / Similar data mining tools
Strong problem solving, analysis, planning, organising and stakeholder management skills, with the ability to communicate effectively at all levels.

Education & certifications

Degree-level qualification or equivalent professional experience

Pay & benefits

What you'll get

A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover
Up to 7.5% performance-related bonus scheme, as well as recognition awards for outstanding achievements
A comprehensive healthcare plan through our company-funded scheme
MyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions
Best Doctors
Salary Finance
Wealth at Work courses
Deals and discounts
EVolve Car Scheme
Employee Assistance Plan
Mental health first aiders
ShareBuy
MORE Choices flexible benefits
Enhanced parental leave schemes

The role

What you'll do

Understand drivers of customer demand to accurately forecast for Customer Service areas to enable service level predictions on a weekly rolling 12 month basis
Understand customer base and different propensity of contact rates and preferred channel to enable future FTE requirements
Provide insight for all departments by pulling the data from Work Force Management and communicating effectively with stake holders
Ensure accurate staffing levels are driven through the forecasting process to meet the established demand and hit business KPI's
Continually review staffing against plan and work to improve and deliver efficiencies to plan while not impacting Planning's relationship with the business.
Produce weekly analysis on performance of each key planning input and the Performance in terms of items worked and backlog position.
Understand drivers of customer demand to accurately forecast for Customer Service areas to enable service level predictions on a weekly rolling 12 month basis
Understand customer base and different propensity of contact rates and preferred channel to enable future FTE requirements
Provide insight for all departments by pulling the data from Work Force Management and communicating effectively with stake holders
Ensure accurate staffing levels are driven through the forecasting process to meet the established demand and hit business KPI's
Continually review staffing against plan and work to improve and deliver efficiencies to plan while not impacting Planning's relationship with the business.
Produce weekly analysis on performance of each key planning input and the Performance in terms of items worked and backlog position.

Hiring process

United Utilities' recruitment process has several stages, with the team updating you at each one; some roles include online multiple-choice tests (with practice tests offered first), and interviews may be in person or virtual

Candidates can track application status online at any time, and most correspondence is by email.
AI tools may help with grammar or preparation, but application content, interview answers and technical assessments (unless AI is explicitly permitted) must reflect the candidate's own work.
Reasonable adjustments during the application or interview process are available on request.