Role Title Demand Forecaster
Job family group
Job
Grade HEO
Status For internal use
family/ies
Role Purpose This role, reporting to the Senior Forecaster/ Scheduler, is responsible for delivering strategic volume and resource forecast models to allow correct
(250 words staff resourcing that will support the delivery of the National Services KPI’s and that aligns with the organisations strategic goals. The position is
max) responsible for delivery of a plan detailing the long term view of contact volume and productivity. The role holder will work closely with Senior
Leaders within the operational structure and Finance to develop plans that align to operational and budgetary requirements.
Key Accountabilities (600 words max)
• To ensure National Services has planned for sufficient staff capability to deliver SLA and performance KPIs to ensure customer/user demand is met by
resource, improving the service that the user/customer experiences.
• Use data to populate complex Erlang algorithms to enable accurate forecasting of volumes of work. Knowledge of historic events, likely or possible future
events and their impact is key to this role in forecasting future volumes for short term (up to 2 months) and medium term (3-6 months) and relate to published
and planned work schedules, to ensure National Services delivers consistent and seamless service to users/customers.
• To forecast long term (rolling 12month) demand and budget requirements, identifying the implications of peaks and troughs on workforce
requirement/utilisation to a 90% level of accuracy, to ensure National Services delivers consistent and seamless service to users/customers.
• Working within set parameters and guidelines to analyse trends and impact on budget variances and work collaboratively with the Continuous Improvement
team on ways to improve efficiency and quality through active involvement in process improvement initiatives.
• To setup agreed workforce rules and protocols (including shift patterns, holidays,) on the HMCTS WFM systems and create schedules to fulfil staffing
requirements for Customer Support departments and provide support for the Shift Bid process.
• Provide analysis and recommendations to ensure staffing levels meet Site and user needs and efficiency is maintained.
Knowledge, Skills and Experience (500 words max)
• Expert specialist and technical knowledge of Workforce management and telephony system (preferably Erlang and 8by8).
• Data analysis experience including Forecasting and Budgeting to recommend staffing and scheduling solutions to Head of Operations.
• 4+ years experience in Contact Centre Workforce Management position required (WFM analyst, scheduler.)
• Strong analytical and organization skills, including trend analysis and the ability to meet deadlines and work under pressured environment, dealing with high
volumes of data from multiple sources.
• Good communication skills to be able to present information and findings from analysis clearly for management action.
• Degree level qualification in a discipline with significant data analytical content, or equivalent work experience.
Problem Solving and Decision Making (300 words max)
This role will make decisions about building staffing models to recommend to Head of Operations, Deputies and Team leaders for efficient running of National
Services. This will involve specialist technical expertise, significant investigation and factfinding and creative and innovative solutions for the Head of operations to
consider.
Management of Resources (250 words max)
N/A
Autonomy (250 words max)
Although there is allowance for the role holder to be creative in creating staffing solutions, the role holder will usually work within a framework of set rules and
established procedures with limited discretion required. Access to Workforce Management Manager will be available for unusual occurrences.
Key Relationships and Contacts (300 words max)
The role holder will communicate closely with Head of Operations and Team Leaders across National Services to meet budgetary constraints and report on
variances and with Customer Experience and Operations teams to share insights on operational issues and staffing impacts. There will be a requirement to
persuade and influence as well as to inform.
• Head of Operations and Team Leaders discussions re staff availability and ability to ensure consistent delivery. There will be a requirement to influence
team leaders (and other senior managers) and will provide technical and specialist advice on predicted workflow and solution to meet.
• Work Scheduling & Real time analysis teams discussions with peers in other WFM teams to understand what the demand is and how effective National
Services is at meeting demand with the resources available.
• Continuous Improvement & Change team discussions re changes which may impact on resources needed by National Services to meet user/customer
demand/requirements.