Financial Planning and Analysis

• Producing and conducting in-depth analysis of operational performance data to inform decision-making.
• Acting as the subject matter expert on customer contact behaviour, with a focus on identifying trends related to seasonality, special events, and school holidays.
• Ensuring optimal scheduling of operational resources across Europe, maintaining the highest standards of efficiency and service.
• Continuously reviewing full-time flexible staff contractual agreements and advising senior leadership on necessary changes based on evolving customer demand patterns.
• Monitoring and analysing the large population of part-time staff, ensuring their working arrangements align with business needs.
• Collaborating closely with outsourcing partners to share best practices and drive cost-effective resource utilisation.
• Short term to medium term forecasting, to deliver comprehensive resource models and cost initiatives across the contact centres
• Create accurate demand forecasts that consider demand trends and the impact of business changes
• Ensure accurate and timely production and delivery of daily MI, month end MI and all other reports that are required to be produced internally & for clients
• Develop, maintain and implement appropriate tools and software to capture and track key performance metrics across a range of operational functions
• Continual improvement of existing reporting standards to reduce production and delivery time of all reports
• Identify, develop and implement improvements to procedures/working practices which apply innovative methods and technology.

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