Forecasting and Planning Analyst

Posted 1 day ago by Johnson Controls, Inc.

Permanent
Full Time
Other
Lancashire, Manchester, United Kingdom, M21 0
Job Description
Forecasting and Planning Analyst (Subscriber)

What we offer

  • Competitive Salary: Reflecting your skills and experience
  • Generous Leave: 25 days annual leave + Bank Holidays
  • Holiday Purchase Scheme: Buy up to 10 extra days-up to 35 days total leave
  • Comprehensive Benefits:
    • Pension plan (up to 7% employer match)
    • Life assurance
    • Employee assistance program
    • Referral scheme
  • Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
  • Career Development: Extensive growth and advancement opportunities
  • Free Onsite Parking: Hassle-free commuting
  • Dress Down Fridays: Casual attire to wrap up the week
What you will do

Drive operational excellence by designing and managing staff schedules that maximise efficiency and align with forecasted demand. You'll play a key role in ensuring service delivery across front office, back office, and field operations through proactive planning and real-time performance monitoring.

How you will do it
  • Conduct ongoing short-, mid-, and long-term forecasting reviews to ensure accuracy and responsiveness
  • Optimise offline activities and manage daily/weekly resource plans with insightful analysis
  • Monitor staff adherence and elevate shortfalls with data-driven solutions
  • Manage agent skill profiles to meet SLA requirements
  • Lead governance meetings and collaborate with stakeholders to align planning with business needs
  • Own schedule management, including shift releases, holiday allocation, and scenario modelling
  • Maintain and update WFM tools, ensuring data quality and agent setup integrity
  • Share responsibility for capacity planning and supply-demand modelling
  • Provide commentary and version control on all planning inputs and variances
What we look for Required
  • 2+ years' experience in operations (contact centre, back office, or field) or 12+ months in external resource planning
  • Strong analytical skills with experience in regression/propensity modelling across multichannel environments
  • Excellent problem-solving and decision-making abilities
  • Effective team collaboration and communication skills
Preferred
  • Proficiency in WFM tools (NICE, Verint, Alvaria, EG Solutions)
  • Familiarity with telephony systems (NICE, AWS, Avaya)
  • Advanced Excel capabilities