Resource and Forecasting Specialist

Here at the West Bromwich Building Society we are all about making a you-shaped career. We understand it’s not always easy juggling your career with all the important things outside of work. But with the right opportunities and support we can help you build a career that works for you.

We are looking for a skilled Resource and Forecasting Specialist who will be a part of our Technical Operations team. The Post holder will be focus on people resources across Operational areas and the Contact Centre through accurate forecasting, capacity planning and real-time resource management.

You will work closely with Senior Managers across Operations and the Contact Centre Manager, providing data driven insight, workforce forecasts and scheduling recommendations, enabling a consistently high customer experience and operational efficiency.

What the role will look like:

• To optimise utilisation of resources across all teams, including event driven activity and where gaps are identified, present proposals to address the gaps to senior management
• Analyse historical data, trends, seasonality, and external drivers to predict future volumes and resource requirements
• Collaborate with stakeholders (e.g. marketing, product teams, digital) to understand business changes impacting volumes.
• Translate forecast volumes into FTE requirements based on productivity metrics
• Assist with real-time resource management insights, escalation processes, and intraday adjustments where needed.
• Review and update forecasting models/tools regularly and implement changes to improve forecasting accuracy
• Model different resource scenarios to support strategic decisions and the transformation plan
• Day to day management of the Mitel Telephony system to ensure the Contact Centre is Operating at optimal efficiency
• Creation and maintenance of the Telephony IVR and Live chat functions

What you will bring to the role:

• Previous experience in the Mitel Telephony system is desirable.
• Calm, clear and confident communicator (written and verbal) at all levels
• Self-aware of personal impact on individuals and in different scenarios.
• Strong analytical and problem-solving skills
• Advanced Microsoft Office expertise (Particularly Excel)
• Positive, can-do attitude, adaptable, agile, and innovative.
• Strong analytical and problem-solving skills
• Experience using Business Objects, Work Manager Operations reporting and Power BI is desirable
• Customer centric person who holds genuine interest in customers and their needs, and demonstrates true empathy

We Value a diverse range of skills and experiences here at the West Brom. So even if you don't meet every single requirement listed in the job description but are passionate about the role, we still encourage you to apply.

What's in it for you:

• We pride ourselves on our development opportunities and always look to promote from within wherever possible,
• Holiday starting at 175 hours (25 days) plus bank holidays that grow with your time with us and the opportunity to buy or sell up to 5 days holiday each year,
• 2 paid volunteering days a year,
• Living Pensions: Pension scheme starting at 5% contribution from you and 7% contribution from us, and we’ll match your further contributions up to 10.6%
• Enhanced maternity, paternity and adoption leave with paid fertility treatment, neonatal and pregnancy loss leave,
• Life assurance provided by the Society at 4 times your salary,
• Yearly performance related pay scheme and pay review,
• Private medical insurance that’s discounted when your time with us grows, with the option to include family members,
• Salary Sacrifice Electric/Hybrid Car Scheme,
• A Perkbox account – giving you 24/7 access to perks, benefits, discounts, wellbeing tools and loads more!
• And much more, from flexible working options, wellbeing support and a whole heap of warm West Bromness.

Why choose the West Brom?

We’ve been named one of The Sunday Times’ Best Places to Work – and we couldn’t be prouder. It’s a reflection of our warm, inclusive and supportive culture and how much we value our people. But what matters most is how you’ll feel when you’re here because we don’t just want you to fit in, we want you to feel like you truly belong. So when you join us, you’ll find a place that values your wellbeing, supports your growth and helps you build a career that works for you.

We’re a Disability Confident Leader and encourage disabled applicants and all from diverse backgrounds to apply. We’ll do what we can to adjust our recruitment journey and offer a guaranteed interview to disabled applicants who meet what we’re looking for. If you need any support with applying to one of our roles, get in touch at careers@westbrom.co.uk.

Do it today and click apply!

*Please note – We reserve the right to withdraw our adverts earlier than the original published expiry date, therefore if you are interested please submit your application as soon as possible*

Head Office: 2 Providence Place West Bromwich B70 8AF. www.westbrom.co.uk The West Brom is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Register no. 104877. ‘the West Brom’ is a trading name of West Bromwich Building Society.