Job Title: Forecasting AnalystWe are currently looking for a Forecasting Analyst who will be accountable for forecasting all customer contact and revenue across the short- and long-term range for the ...
Job Title: Forecasting Analyst
We are currently looking for a Forecasting Analyst who will be accountable for forecasting all customer contact and revenue across the short- and long-term range for the Guest Support function, including analysing the impact on business initiatives and changing environments.
Salary: £44,000 - £47,000
Location: Chiswell Court, Dunstable
Why you’ll love it here
Healthcare: BUPA healthcare
Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brands
Bonus: Up to 10% company performance related bonus
Check out all our benefits here: https://www.whitbreadcareers.com/about-us/benefits/
What you’ll do
• Produce long- and short-range forecasts across all Customer Fulfilment journeys (Voice, Chat, Webform, WhatsApp, SMS, social media etc) including outbound contact.
• Manage the demand propensity models, linked to internal and external data sources, to create all workload demand forecasts.
• Review the demand implications of proposed business changes/initiatives to support identifying risk/opportunities associated.
• Work cross functionally to understand trade and change initiatives and their impacts on demand.
• Work cross functionally to understand trade and change initiatives and their impacts and model how to maximise the revenue opportunity within the Guest Support function.
• Produce short- and long-range staffing forecasts and to deliver service levels and manage to the payroll budget.
• Support the operation of modelling against demand planning scenarios to support risk assessments and mitigation planning.
• Identify, analyse, and interpret trends or patterns to prepare ongoing reports and data visualizations (e.g. charts, dashboards, heat maps) to support business decisions.
What we need
Experience in developing, managing and continually improving forecasting models for guest contact demand.
Knowledge and experience of data management and analytics
Demand management/forecasting skills.
Prior experience of using forecasting tools and software for a large-scale operating model.
Power BI / Tableau experience
Experience within a data modelling, design, and visualisation.
Experience of forecasting roles within a contact centre environment desirable.
Be part of our Contact Centre team at Whitbread
From the moment you enter you feel the energy, pace and excitement. These are the people finding the right solutions and delivering the smiles far and wide, from our loyal brand supporters right through to Whitbread newbies. Giving our Premier Inn guests the experience they deserve is what we stand for here. Join an environment that just keeps on giving, with opportunities to take your career in new directions with our backing. Influence the future of our customer service operation as we enter new areas and locations across the globe.
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We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We are committed to being an inclusive organisation that values diversity and welcomes your application whatever your background or situation.
Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQIA+ community (those who identify as lesbian, gay, bi, trans and non-binary or those who use a different LGBTQIA+ term), are strongly encouraged to build a career with us. Speak to us about workplace adjustments, part-time and flexible working. Where possible we will support this.
Job ref: 60763-4492
Advertised: 09 Apr 2025
Application closed: 24 Apr 2025
