This job has expired, please see additional jobs below
Forecasting and Reporting Manager
Entertainment & Media Industry Company
London, , United Kingdom
Job Details - this job has expired, please see similar jobs below
What’s the job?Forecasting and Reporting Manager
Where do I work?Company – Sales & Marketing, 1 London Bridge SE1 9GF
Who do I report to?Senior Operations Manager
Why are we here?To attract passionate, loyal and valuable customers to our brands.
Sales and Marketing Department
The Company Sales and Marketing department for The Times is part of the Customer Group and delivers the Sales & Marketing vision. Our strategic objectives:
• Be distinct and differentiated
• Know our customers better
• Do more with customer relationships
• Fuel passions for our brands among customers and staff
• Grow the volume of repeat, known customers
• Grow average revenue per user
• Maximise the life time value of our customers
• Own the customer experience from beginning to end
What’s my personal contribution?
This role sits within The Operations Team, which oversees all customer contacts across multiple agencies, multiple contact channels across the full customer lifecycle. This role is key in ensuring that the volume of contacts is accurately forecasted so that a productive and cost effective operation can be maintained. This role has overall responsibility for producing contact centre MI with insight on the contact drivers, volume of customer cases being raised and adherence to customer processes.
• Understand the reasons why customer’s contact, the triggers that drive customers to contact and forecast contacts across multiple channels based on historical data.
• Develop a forecasting model that is continuously evolving and refining based on the data available and the business needs
• Identify patterns of customer contact based on tenure, engagement, location, product, payment method and channel of sale to be built into the forecast.
• Work closely with the Outsource partners to ensure that the forecast is translated into an effective resource plan. Understand gaps between the plan and adherence to the plan.
• Work with the contact centre team and resourcing team to ensure we have the correct recruitment pattern to meet demand, aligned to budget availability
• Work the contact centre team to ensure we have the correct shifts in place to meet the contact patterns.
• Identify and highlight performance and service risks to Operations.
• Report back to the business on shifts or changes in trend.
• Create MI reports on forecasting trends and provide analysis reports to support long term planning
• Produce daily / weekly MI which provides insight on the volume and types of cases being created within the contact centre
• Produce daily / weekly MI which provide insight on agent adherence to customer case management
• Produce daily / weekly MI on the volume of customer cases that outside of service level and therefore require escalations team to intervene
What do I Know
Useful knowledge, skills and experience
• Experience and knowledge of working with contact centre forecasting and planning models
• Experience at working with multi-channel contact centres
• Excellent Excel knowledge
• Understanding of how Workforce Management tools work
• Excellent communication skills with strong influencing skills and experience of working with the senior management teams
• Passion for understanding customer behaviour
• Good understanding of the of the newspaper sector
• A good understanding of Salesforce or CRM systems
• Strong negotiation and influencing skills, which can be applied to manage stakeholders across Company
• First class programme management skills and ability to balance short term delivery targets and marketing campaign requirements with longer term development of transformational change
What do I Show?
Essential Behaviours
• Experience working with a call centre operation
• You’ll relish a challenge; demonstrate resilient, adaptable to change, and enjoy a fast paced environment,
• Fearless to question what’s gone before, whilst having a passion for doing things differently.
• A tenacious attitude, which is able to adapt and influence virtual teams
• Professional, respectful and a rationale challenger
As a department, we have 5 values that guide our day-to-day work.
Customer Led
Commercial
Creative
Collaborative
Courageous
About Us,
Company is a great company full of talented, dedicated and creative people. We are a company which has journalism at its very heart. Our newspapers and associated websites are some of the most powerful media brands in the English speaking world, reaching 30 million people each week. They are very different products with different values and different strengths, but all are united by a commitment to independent journalism that connects with our customers.
Company is a company which thrives on pace. Our people stretch themselves on a daily basis, challenging the status quo to produce the best service possible to our readers and customers. We embrace creativity and initiative and we have some of the most talented people in the industry.
If you want to work for one of the world's most exciting, challenging and creative media organisations then Company is the place to build your career.