Demand Forecast and Scheduling Analyst - REQ02635

This vacancy is internal and open only to employees of North Lanarkshire Council and Associated Employers*

*Fusion Assets, NLP LLP

NLC 7 - (£27,961 - £30,518)

We have a vacancy for a Demand Forecast & Scheduling Analyst, working within the Customer Services Hub. The role requires agile working and the ability to travel across North Lanarkshire to support the operational needs of the Hub.

The duties of the post will include both short and long term demand analysis, resource planning and scheduling, trend analysis and reporting, as well as the co-ordination of operational and technical support, including our Customer Relationship Management and Telephony systems. This will involve responsibility for proactive analysis of customer behaviour and contact channel drivers, which will underpin the work of the Customer Services Hub.

You will have moderate experience of working in a busy customer focused environment in an operational support role. As well as excellent communication and IT skills you will also have the ability to prioritise tasks and meet deadlines.

Analytical, quantitative and technical skills and a qualified to SVQ3 or HNC level are also essential.

You will demonstrate a positive, proactive approach with the ability to motivate and develop the culture of customer service. You will also have experience of forecasting and scheduling tools, customer profiling and working across teams to identify area of service improvement.

A Business Planning and Forecasting qualification and experience of an ACD telephone system is also desirable.

Work Pattern:

35 Hours Per Week

Monday to Thursday - 08:45 to 16:45

Friday - 08:45 to 16:15

Working here at North Lanarkshire Council

If you’re considering a career with us, you’ll be keen to know what’s in it for you. We have a great package of benefits available, from health and wellbeing to finances and family. This includes 27 days annual leave and 6 public holidays*, and a wide range of benefits available to you, find out more at work well NL. We also have a full package of learning and development through our learning academy LearnNL to help you reach your full potential and further your career.

For more information on local authority careers visit the myjobscotland career hub

North Lanarkshire Council are Happy to Talk Flexible Working, we operate a Smarter Working Policy.

Click here to see our Recruitment Charter.

*For all casual/sessional roles, you will receive 12.1% of your hourly rate for every hour worked in total recompense for annual leave, including public holidays. These rates will be indicated separately on your payslip. You will only be paid for the hours that you work.

We are a Disability Confident Leader and offer a guaranteed interview to applicants who consider themselves to be disabled, as long as they meet the essential criteria of the person specification/job description.

We have also adopted the Armed Forces Community Covenant to show our support for service personnel, veterans and their families. We offer a guaranteed interview for service leavers, spouses, reservists and veterans, as long as they meet the essential criteria of the person specification/job description.

North Lanarkshire Council is committed to #KeepingThePromise. This means that if you have ever been in care (looked after at home with a social worker, lived with a relative other than your parents, experienced foster, residential or secure care) you are entitled to a guaranteed interview for this post, as long as you meet the essential criteria of the person specification/job description. This is one way North Lanarkshire is demonstrating our commitment to supporting Care-Experienced People.

The Plan for North Lanarkshire is to be the place to live, learn, work, invest and visit. The Council recognises that work is an important part of adult life and is critical to our wellbeing and shaping how we live. The Fair Work Convention’s Framework defines Fair Work as work that offers effective voice, fulfilment, opportunity, respect and security. We believe Fair Work can boost creativity, realise untapped potential and increase productivity. To find out more click on the link.

Alternative Application Packs can be requested in other formats for example, Large Print, Braille, and Audio. To request an alternative Application Pack please phone 01698 403151.

The following link contains our Easy Read documents which will help explain the process and what happens during the selection process: Easy Read – My NL

***PLEASE NOTE WE DO NOT ACCEPT CVS IN PLACE OF THE APPLICATION FORM. TO BE CONSIDERED FOR THIS VACANCY YOU MUST ENSURE AN APPLICATION FORM IS SUBMITTED. ANY CV SUBMISSIONS WILL BE DISREGARDED.***