Forecasting & Contact Optimisation Analyst

  • Job Reference: R-00143255-OTHLOC-GBR-5FMAN097
  • Date Posted: 13 September 2021
  • Employer: RBS
  • Website:
  • Location: Manchester
  • Salary: On Application
  • Job Type: Full Time

Job Description

Join us as a Forecasting & Contact Optimisation Analyst

  • Take on a role with great career development potential and hone your business management expertise as you work with business leaders
  • You'll be supporting the leadership team to deliver our business strategy and make sure that the operating rhythm is defined and managed effectively
  • Join a team with a collaborative ethos and a commitment to innovation and professional development

What you'll do

In this role, you'll be supporting the leadership team to plan ahead and deliver our business strategy in line with our long-term goals. You'll also be supporting and implementing bank-wide, divisional and business activities, and engagement agendas such as pay, leadership team operating rhythms and the creation of papers and executive reporting.

Your responsibilities will include:

  • Making sure performance and business management activities are aligned to the broader bank-wide strategic agenda
  • Supporting areas across the bank in the planning and management of business support activities, projects and processes
  • Delivering contact centre forecasting including optimising available resource across multiple propositions
  • Reviewing relevant MI and providing analysis of data
  • Financial and headcount reporting, including the overview of monthly cost report checking, monthly forecasting, budget setting, and cost control initiatives

The skills you'll need

We're looking for someone with experience of working in a leadership support or business management role, specifically within a 24/7 contact centre environment. You'll additionally need reasonable knowledge of the customer business, key services and how it interacts with the rest of our business.

We'll also look to you to demonstrate:

  • Experience of working on resource planning and forecasting
  • Strong analytical skills and the ability to use information to develop creative solutions that bring tangible value
  • Strong problem-solving skills
  • Excellent Microsoft Excel skills
  • Experience of presenting to leadership teams