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Planning & Analytics Manager - Chessington

Employer
Chessington World of Adventures Resort
Location
Chessington, Greater London
Salary
Competitive
Closing date
25 Nov 2019

Job Details

Planning & Analytics Manager - Chessington

Unit 5-6 Silverglade Business Park, Leatherhead Road
Chessington, SURREY, KT9 2QL
United Kingdom

Planning & Analytics Manager

 
A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles.
In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be. 

Here at Merlin's Global Customer Service Centre, our vision is to provide award winning service to our customers and we are currently looking for like-minded individuals who share this vision and passion.

As part of our team expansion, we’re currently sourcing a Planning & Analytics Manager who will be responsible for managing all aspects of the Planning, Analytics, and Systems processes with the Global Customer Service Centre (CSC).  This role will ensure clear understanding of customer demand, accurate and timely workload planning, and robust long term forecasts.

Managing and developing a small team of Analysts and System Administrators, you will be responsible for creating and developing reporting to support the day-to-day CSC operation across multiple sites and contact channels, configure products for sale within Call Scripter and manage the configuration of all tools, systems, and applications used by CSC.

You will provide the CSC Management recommendations on improvement opportunities based on data provided by your team and support the Head of Country roles with all data and systems access their teams need to effectively run the operation.

This is a full time role which will include regular evening shifts and occasional weekends. You will be on-call 26 weeks per year.  


We are looking for the following skills and experience...

- Experience with Microsoft Project, Word, Outlook, and Excel
- Expert knowledge of workforce planning and forecasting in a contact centre environment
- Previous experience managing end-to-end projects
- Experience with Avaya CSM and ZenDesk is beneficial
- Ability to communicate contact centre data / forecasts to all levels of employees in an understandable fashion
- Strong experience in team management, preferably in a contact centre environment
- The ability to explain complex information in an easy to understand manner and generate buy-in from key stakeholders
- Organised and analytical
- Extremely detail oriented with high standards for accuracy and precision
- Able to understand and process large amounts of data
- Able to prioritise workload, meet deadlines, and perform multiple tasks with attention to detail
- Able to adapt communication style
- Problem solver who has the ability to think fast, spot trends, generate new ideas, and deliver to tight deadlines
- Ability to work independently while managing multiple tasks simultaneously

About the benefits...

Join our fun and friendly team at Merlin and you’ll reap the rewards that come with working for Merlin Entertainments.  In addition to a competitive salary of up to £30,000 per annum, you will be entitled to a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, as well as 25% discount in our retail shops and restaurants and 40% discount on Lego. Perhaps the biggest benefits of joining us, however, are the outstanding opportunities for career development across the expanding group.

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