Demand & Planning Analyst

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Key Information

Job title: Demand & Planning Analyst 

Salary: Circa £34,250 

Band: 2 

Contract type: Permanent                                         

Location: Endeavour Square, include hybrid working where possible 

Application closing date: Sunday 29th of June @23:59

Overview of project/role  

This is a new role within CCO working within the Demand and Planning team to deliver efficiency across the Contact Centre and the Senior Management Team.  

The role will ensure that CCO staff, including senior management, time be used effectively providing a daily and weekly schedule with all necessary supporting documents. The role holder will be required to act independently to resolve operational issues by allocating tasks to the most appropriate team within the structure. You will also ensure any gaps in information, actions and outcomes are responded to by owners, providing the SMT with the adequate information to make decisions. 

Key Accountabilities   

1. Create forecasts for contact demand by intervals (daily, weekly, monthly, and yearly) by contact channel and contact centre skill sets. 

2. Manage senior management team calendar, ensuring all meetings, appointments, and travel arrangements are organised and conflicts are minimised. 

3. Maintain and organise essential documents, reports, and correspondence, ensuring easy access and retrieval. 

4. Communication Handling: Screen and prioritise emails, calls, and messages, ensuring timely responses and follow-ups. 

5. Use your initiative, take ownership of tasks and find solutions to complete without intervention; including CCO Ezone completion and MyJourney tracking. 

6. Assist in coordinating and tracking progress of key actions within the Contact Centre Operations, ensuring deadlines are met. 

7. Prepare agendas, minutes, and necessary materials for meetings, ensuring SMT is well-prepared. 

8. Ensure customer and operational issues are escalated to the relevant owners in CCO promptly and improvements are implemented. 

9. Handle sensitive information with utmost discretion and confidentiality. 

10. Deliver an accurate schedule of NPL payments on time. 

Key Interfaces  

• Report scheduling and availability information and issues information to the Hub Team Managers and Hub Manager.  

• Work with contact centre performance and Team managers to allocate customer service agents effectively and to ensure performance managers understand where their staff are allocation.  

• Work with team leaders to highlight attendance and performance issues.  
• Build and maintain relationships with key stakeholders within and outside Transport for London to facilitate smooth operations and collaboration 

Skills, Knowledge & Experience   

 Skills  

• Proven ability to analyse complex data (quantitative and qualitative), draw conclusions, and produce solutions and decisions. Desirable 

• Strong analytical and administrative skills and proven ability to provide data mining and analysis. Essential 

• Excellent organisational skills and strict attention to detail. Essential 

• Proven ability work under tight time constraints and meet deadlines. Essential 

• Strong communication skills, both written and verbal. Essential 

• Ability to build effective working relationships with colleagues across the organisation at all levels Essential 
• Flexible in providing support in varying activities across the office environment Desirable
• Good influencing skills in the context of engaging with internal and external stakeholders of varying complexity Essential 

Knowledge  

• Knowledge of Contact Centre functions, methodologies, performance standards, performance drivers and metrics. Desirable 

• Knowledge of forecasting techniques. Desirable

• Knowledge of contact centre planning and scheduling leading practices. Desirable
• Understanding of business Operations; incl purchasing, invoice processes and SAP R3, Ariba and Power BI. Desirable

Experience  

• Experience analysing, interpreting, and summarising complex data as it relates to contact centre technologies. Desirable 

• Experience with forecasting and scheduling predictions across all contact channels in single and multi-skill environments.  Desirable

• Experience in preparing reports on forecasts, trends and recommendations. Desirable

• Ability to plan and organise your time and the time of the others effectively Essential 
• Experience of engaging with internal and external stakeholders Essential 

Application Process     

Please apply using your CV and a two-page covering letter. Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter. PDF format preferred and do not include any photographs or images 

Benefits  

  
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow.  Rewards vary according to the business area but mostly include:  

• Final salary pension scheme   

• Free travel for you on the TfL network   

• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket  

• 30 days annual leave plus public and bank holidays 

• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow  

• Private healthcare discounted scheme (optional)   

• Tax-efficient cycle-to-work programme  

• Retail, health, leisure and travel offers   

• Discounted Eurostar travel  

Equality, diversity and inclusion  

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.  

OPTIONAL Fixed term contract/Secondment opportunity for x months [if appropriate]
As a fixed term contractor we can offer you a choice of pension arrangements. If you choose not to take our final salary pension scheme you will be paid an allowance on top of your salary, subject to Tax and National Insurance. We will share all the details with you at offer stage and the choice will be yours based on your circumstances. Depending on what you choose you can add up-to 14% to your salary.

OPTIONAL 
Secondment wording: A X month secondment opportunity, with the possibility of permanency.  
If you are successful in securing this secondment opportunity, you will need to be released from your existing role, so please ensure that you make your line manager aware of your application.

Equality, diversity and inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. 
 
Benefits  
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow.  Rewards vary according to the level of role but mostly include the below:
 
Final salary pension scheme 
Free travel for you on the TfL network 
Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
30 days annual leave plus public and bank holidays 
TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
Private healthcare discounted scheme (optional) 
Tax-efficient cycle-to-work programme
Retail, health, leisure and travel offers 
Discounted Eurostar travel
 
Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4 week period. Hybrid working arrangements can evolve subject to business requirements. 

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.