Forecasting, Scheduling and MI Specialist Job in Staines Tw18 3Dz, Home Counties Uk
Job Summary
Bupa Health and Wellbeing are seeking a Forecasting / Scheduling and MI Specialist to join our commercially astute MI Planning team based in Salford Quays or Staines. You will produce operational plans to deliver Bupa’s grade of service across all areas of the business. Meeting the needs of our customers and optimizing resource in line with BHW strategic direction, the post holder will direct, lead and deliver a range of scheduled and ad-hoc MI for a wide business audience, to Director Level. The role will involve providing alternatives to improve operational performance by challenging assumptions and demonstrating a capacity to think laterally so the successful candidate will be expected to review and evaluate the effectiveness of the MI provision and influence changes to processes.
Key Responsibilities
- Maximizing the efficiency of customer service advisors in line with BWH strategy.
- Developing and optimizing the back office and outbound planning methodology.
- Optimizing shift patterns across BHW ensuring our people are in the right place to handle in the region of 4 million contacts per year.
- Providing a positive experience to BHW advisors through the holiday booking process, offering a variety of shift patterns, managing break allocation and other offline activities.
- Working with and influencing CSM’s and Senior Mangers in order to deliver the optimum BHW plans.
- Motivating and developing Forecasting / Scheduling and MI Analysts to continually improve the services we deliver to BHW.
- Producing and delivering accurate resource plans to deliver ‘best in class’ SLA’s to Bupa’s customers.
- Feeding back improvement opportunities to Customer Service Managers and Senior Mangers.
- Delivering meaningful insight about business performance by interpreting operational MI, identifying data anomalies, patterns, KPI relationships and trends.
- Ensuring BHW’s workforce management application is used in the most effective way to minimise effort and maximise efficiency.
- Ensuring the operation has the resource planning tools, training, and knowledge required to undertake their roles.
Specific Skills
- Experience of operating within a Resource Planning team within a multi-site / Multi media Contact Centre.
- Exceptional numerical reasoning, attention to detail and accuracy.
- Experience of using advanced analytical and statistical methodologies and data visualisation techniques.
- Experience of gathering, interpreting and presenting data or managing an industry standard WFM application.
- Experience of Access and / or Cognos is preferred.
- Evidence of a high level of competence in using systems is essential.
- Good written and verbal communication skills.
- Effective listening and questioning skills.
- Good MS Windows skills including Word and PowerPoint.
- Ability to plan and prioritise multiple tasks whilst working to tight deadlines.
- A strong team player with the ability to work under own initiative.