Job Requisition Number 8921 Work Type Permanent Job Function Customer Services Salary Range £35,833.00 -£39,163.00 Base Linea Closing Date Thursday 30th July 2026 at 23:59

If you would like further information on this role, please contact Nic.Johnson@dwrcymru.com

What you will be responsible for

Produce forecasts and resource plans for specific business areas to assist in the delivery of departmental targets covering short-, medium- and long-term outlooks
To develop when required and effectively utilise bespoke planning and forecasting models to ensure that departments can achieve their KPIs in the most cost-effective manner
To maintain and operate our WFM/WFO systems for forecasting and scheduling purposes
Investigation of various Contact Centre metrics and trends to continuously improve the plans and forecasts to achieve great service for our customers
Working collaboratively with the wider Planning & Performance team to support the development of a pan-Retail, multi-channel plan.
When required, support in-day delivery of service levels through Real Time Analysis to ensure employee schedule adherence and management and tracking of off-line exceptions
You will embrace a forward thinking culture and continue to challenge and improve current methods to ensure that best practice is embedded throughout the team.

About you

Good experience of Resource Planning and Demand Modelling
Good experience of working with and influencing key stakeholders in an organisation to help deliver effective plans
Good experience of operating and maintaining Telephony & WFM/WFO systems
Ability to develop forecast models for a multi-channel contact centre environment.

Good knowledge of Excel is essential

Knowledge of advanced modelling tools such as CACI Forecaster or IBM Modeller (or similar) - Desirable, not essential

Proven track record of delivering effective resource planning

Ability to communicate insights and meaning to all levels of seniority in a way which delivers the message clearly and succinctly.

Ability to identify and highlight potential future issues that could impact the business and propose mitigation to avoid them.

Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT

Planning Specialist

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