Hermes Parcelnet

Customer Service Forecast & Planning Manager - 12 month maternity cover

2 months ago
Job ID
Number of Positions
Customer Service


Award winning Hermes is the largest UK courier delivery service and we handled over 270 million parcels last year. We employ over 2,500 people, have over 10,000 self-employed couriers and deliver parcels to over 190 countries.


We have grown in excess of 15% each year over the past 5 years with even bigger ambitions for the future - there has never been a more exciting time to join us!


How it feels to work for us:


Here at Hermes, we empower each individual with both the responsibility to make critical decisions and to explore new ideas to achieve the best performance.


The biggest thing we are proud of is that our people care. We want you to make a positive difference to our customer’s experience, because in every job at Hermes, you will and you can add value.


The Forecasting and Planning Manager will develop and maintain accurate supply and demand forecasts, complete forecast variance analysis/reporting and provide recommendations to support the operational teams in making optimum use of available resource in order to achieve Service Level targets. Whilst the role will focus primarily on developing long and medium term capacity plans across front and back office teams, there is a requirement for the Forecast and Planning Manager to support with short term forecasting and produce reports as required.


The Role


  • Build strong & effective working relationships across the business to be informed of the latest service demands & requirements, changes to live services, service outages and the impact and experiences resulting from any service issues
  • Capacity planning / FTE estimates and hiring plans for Contact Centres across UK & India.
  • Creating daily/weekly/monthly call centre forecasts using NICE WFM
  • Schedule management reviewing prior to leading the weekly operations planning meeting.
  • Analysing ½ hourly/daily call arrival and AHT patterns to ensure customer service agent schedules achieve ½ hourly service level goals
  • Providing support and guidance to the Offshore Forecasting and Reporting Team
  • Coordinate and plan training requirements and other off-phone activity in partnership with Training and Management teams

PEAK Planning - You will play a pivotal role in our peak planning, ensuring FTE, shifts, desk space and training schedules to ensure we have a successful peak period.


About you


You have significant experience in workforce management (Multi-Channel Forecasting, Capacity and Staff Planning) in a Contact Centre environment, and will have experience using NICE to accurately forecast call pattern and schedule agents. You have a passion for building strong partnerships, with analytical and numeracy skills, coupled with advanced Excel skills. Demonstrable knowledge of capacity planning and forecasting methodologies are essential.


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Connect With Us for General Consideration!

Not ready to apply? Connect with us for general consideration.