Customer Insight & Forecasting Manager

  • London
  • Competitive
  • Permanent

My client is a highly successful global media organisation, long established and well regarded, providing content in print and digital – online and apps. Their content provides readers with reliable news and information. As their readers evolve, they are committed to hiring individuals who can present fresh ideas to ensure they remain leaders in the media space.  Actively encouraging broad thinking through their people, creating working styles that encourage everyone to be themselves at work, creating a high-performance culture
London based role with the need to travel to outsource partner in the Midlands 2-3 times a month, with 2 days a week remote working.
The Role
It’s an exciting time to join the organisation, my client has recently outsourced the Customer Service, Sales and Retention function and need to appoint a Data Insights and Planning Manager who can support the teams via their contact centre outsource partner. Responsible for overseeing all contact centre-related reporting, forecasting and resource planning, working alongside the outsource partner to deliver against set targets. Making the most of customer data to create actionable insights that help deliver efficiencies and quality performance, service provision and subscriber experience.
Forecasting & Planning

  • Working with internal teams to gauge and project the impact of marketing activity, projected subscriber growth, product launches, pricing and packaging changes
  • Modelling and forecasting customer contact volumes by line of business and contact channel
  • Work with the outsource partner to lock in business forecasts and project billable productive hours
  • Scrutinise the outsource partner’s workforce management planning and intraday modelling, ensuring maximal accuracy, productivity and efficiency
  • Ensure the outsource partner is adhering to forecast and resourcing requirements and making sense of any variances and unanticipated drivers

Data & Reporting

  • Measure and track all operational output and performance metrics
  • Track and report all customer contact drivers, prioritising contact reduction opportunities and solution
  • Scrutinise, audit and develop contact centre MI, reports and dashboards
  • Identify, recommend and create bespoke reporting solutions
  • Prepare and deliver quarterly business review packs for internal stakeholders
  • Participate in weekly performance and monthly business reviews with the outsource partner
  • Work with internal teams to communicate retention, acquisition and customer service performance levels
  • Presenting and tailoring insight with clarity to stakeholders
  • Overseeing secure data transfer processes to and from the outsource partner

Operational Delivery

  • Ensure successful delivery of core service levels such as answer rates, grade of service, productivity, and shift adherence
  • Capture key voice of the customer feedback insight, supporting plans to drive customer experience improvements
  • Utilise data to highlight performance trends to support continuous improvement
  • Work with Insight & Analytics to understand retention metrics to accurately plan retention activity- Track and reconcile billed productive hours and monthly invoicing
  • Investigate and resolve escalated data-related complaints or potential breaches

The Ideal Candidate

  • Experience in planning to meet operational demand with acute understanding of industry standard forecasting methodologies and tools
  • Strong knowledge and understanding of Erlang queuing theory
  • Previous experience of contact centre resource planning and contact forecasting
  • Experienced with Salesforce CRM and exporting/manipulating large datasets
  • Proficient in data analysis, reporting and use of associated tools
  • A flair for turning raw data into tailored actionable insights
  • Accustomed to designing and building reporting solutions
  • Strong stakeholder management and engagement skills

From dynamic working opportunities, medical cover, and equal parental pay to life assurance and season ticket loans, you can choose from a range of flexible benefits, designed to support your lifestyle and help you achieve a healthy work-life balance.

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