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Forecast and Planning Assistant

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Aldi

2021-12-04 07:41:44

Job location Atherstone, Warwickshire, United Kingdom

Job type: fulltime

Job industry: I.T. & Communications

Job description

Role: Resource and Reporting Assistant
Salary: £32,075 rising to £37,455
Contract Type: 12 Month, Fixed Term Contract
Hours: 40 hours per week

Duties / Responsibilities

You will be working within Customer Service operational support and will take on the responsibility for a mix of contact centre resource related activity. This will include real-time operation support, scheduling, forecasting, MI and reporting.

You will work closely with various technology including Salesforce (CRM), Social Studio, Sprinklr (social media), 8x8 telephony and Microsoft Excel for manual planning and reporting.

• Highly analytical with a confidence to be able to present to both key non-technical and technical stakeholders.
• Perform analysis of data in order to find the root cause of problems or 'what if' scenario management
• Provide daily/weekly/monthly and YTD reporting, measure trends and changes, ensuring all relevant stakeholders are kept informed
• Support the department by liaising or attending meetings with key internal and external stakeholders, as required and not be phased by engaging with all levels of seniority
• Ensure sufficient resource and skill levels to meet workload demands whilst maintaining efficiency, profitability and highlight future risks
• Supporting the development of CRM reporting and analysis to understand customer contact reasons and opportunities for simplifying the Customer Experience
• Produce dashboards with Salesforce software to enable reporting for all areas of the business.
• To develop and maintain positive working relationships with internal and external parties and service provider.
• Experience of contact centre resource planning, real-time and reporting analysis.
• Proficient in Microsoft Office, in particular Excel & Access to an advanced level.

Essential

• Demonstrate experience of reporting and analysis in a fast paced office environment
• High proficiency with excel based processes
• Experience handling raw data in Excel
• Strong and developed stakeholder management skills, with the ability to present clearly to both technical and non-technical stakeholders.
• Able to gather and manipulate large volumes of data in a deadline driven environment
• Strong understanding of contact centre metrics & KPI management
• Strong attention to detail
• Able to work quickly to deliver accurate and actionable information

Desirable

• Experience of forecasting and planning over multiple channels, systems and sites including outsource partners
• Contact centre experience
• CRM experience
• Salesforce experience
• Tableau experience
• Management experience
• Experience managing real time performance and assisting in schedule creation and adherence

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