Iberdrola

Demand Manager

Iberdrola

full-time

Posted on:

Location Type: Office

Location: Warrington • United Kingdom

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 £44,695 per year

About the role

  • Design, build and manage a tailored demand model, with development of Key Performance Indicators (KPIs) that capture all relevant demand factors to drive contact reductions.
  • Track these KPIs on a regular basis, with Early Warning Indicators (EWIs) implemented where necessary.
  • Manage demand governance, co-ordinating/driving initiatives to reduce demand to support delivery to budget, reduction in metrics such as repeats & transfers and overall improve customer experience (covers email, chat and voice).
  • Develop and introduce new processes and cost-saving measures aimed at maintaining service level delivery at optimal efficiency, even during periods of fluctuating demand.
  • Manage all internal and external stakeholders regarding any planned activities, campaigns, or changes that could affect customer demand.
  • Act as a key signatory and approver for these activities and any others that have the potential to alter contact demand.
  • Deliver impact analysis as required, utilising scenario modelling techniques, including the application of standard regression, correlation, and other statistical models to produce robust outputs, clearly highlighting key business impacts.
  • Conduct comprehensive end-to-end impact assessments of any changes in contact demand forecasts, ensuring full insights and recommendations are provided to manage these changes in the most efficient and cost-effective manner.

Requirements

  • Proven competency in the key dynamics of contact centre forecasting and demand.
  • Effective leadership and communications skills to influence internal and external stakeholders.
  • Ability to understand complexity quickly and make decisions with confidence and clarity.
  • Good financial acumen to analyse and interpret complex data variables.
  • Understanding of process control metrics and in-depth knowledge of contact centre performance metrics.
  • Experience of managing change initiatives across multiple sites and multiple cultures.
Benefits
  • 36 days annual leave
  • Holiday Purchase – perfect your work/life balance with extra annual leave
  • Share Schemes
  • Payroll Giving and Charity Matched Funding
  • Technology Vouchers – save more and spread the cost of your technology purchases
  • Electric Vehicle Schemes – to help you transition to green/clean driving
  • Cycle to Work scheme and Public Transport Season Ticket Loans
  • Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
  • Life Assurance (4x salary)
  • Access to Savesmart financial wellbeing support
  • Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
demand modelingKey Performance Indicators (KPIs)Early Warning Indicators (EWIs)impact analysisscenario modelingregression analysiscorrelation analysisstatistical modelingprocess control metricscontact centre performance metrics
Soft skills
leadershipcommunicationdecision makingfinancial acumenstakeholder managementinfluencingcomplexity understandingclaritychange managementcross-cultural management