Vitality is an award winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business.
Our CORE PURPOSE is to make people healthier and to enhance and protect their lives. From people to products and processes, we aspire to deliver on our purpose in everything we do.
Our VISION is to be the BEST financial services provider in the UK
We are looking for talented individuals who are committed to living our values and delivering an award winning service to our customers.
Overall Job Purpose
Forecasting and Demand Planning team consists of a team of forecasters and capacity planners who ensure that Vitality Health has optimal capacity to exceed customer experience in a cost optimal way. Forecasting and Demand Analysts will be responsible for producing accurate workload forecasts and robust capacity planning models across each operational department. Delivering optimal staffing plans at interval level to the Scheduling analysts. Working with Forecasting and Demand Manager to support strategic direction.
Produce operational forecasts and capacity plans ensuring that they accurately reflect the overall strategy and priorities of key stakeholders. Using agreed key planning assumptions with stakeholders produce the best capacity plan and set staffing targets for our business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility and Cost Effectiveness. Ongoing review and update of capacity plans, highlighting deviation to plan with recommendations to stakeholders to remain within budgetry constraints. Work with Finance, Operations and HR teams to ensure Capacity Plans created are accurate, prior to review with stakeholders. Responsible for the production and delivery of accurate and comprehensive planning packs to the wider planning team in order to support their delivery of business objectives. Produce creative, relevant and meaningful insight by interpreting all available operational MI, identifying data anomalies, patterns and trends. Ensuring delivery is timely, clear and accurate and the data is effectively presented and easy to interpret by stakeholders. Lead the Demand Planning Forum, gathering drivers from key stakeholders, ensuring clear outputs and actions. Lead Weekly and Monthly Business review meetings, providing clear performance predictions outlook and commentary. Continuously review processes ensuring they are fit for purpose and valid for current business use, always looking at ways to add value to the business. Accountable for the effective utilisation of WFM software in the forecasting domain. Produce vendor/outsource forecast and track actual staffing.
Experience of forecasting & capacity planning for a multi-location multi-channel operation Detailed understanding of forecasting and presenting financial and non-financial data. Advanced Level in Microsoft Excel. Experience of Aspect WFM. Proven knowledge of contact centre variables, dynamics and drivers of demand. Proven knowledge of contact centre technologies, including ACD. Strong analytical skills with ability to evaluate and identify trends and impact assess changing variables. Logical thinker, confident decision maker. Ability to work on own initiative, managing own time effectively. Great team player.
Experience of SQL Experience of Tableau Operational experience in a high volume call and/or technical support environment
Working for Vitality, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. We think work should be fun and sociable, and we want our people to get the most out of every day.
Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved.