Forecasting Analyst

DescriptionDisrupting an industry isn't easy DAZN is playing more hours of live sports than any other company anywhere in the worldAs we bring new ideas to market and evolve our product, it's essential that we execute to a high standard in Customer Services and evolve our model in service to look after our fans. Forecast management and planning plays a pivotal role in ensuring we are operationally ready.You will lead the build of a robust forecast, analyze trends and drive continuous improvement into our CS operation. You will ensure we're always business ready for events of all sizes and product development that could drive demand.You will look for improvements towards our KPI's and provide insight to leadership on how we drive improvement.Capturing trends, understanding what drives demand and working across our teams to demonstrate areas of improvement will be a key part of this role. We have a digital first contact strategy, so experience in forecast planning and analysis across digital contact strategies is crucial for success e.g. Live chat, What's App, SocialChange management – you will have experience in working on projects, being part of a wider team to deliver your scope of the project execution related to forecasting, planning and readiness. You will also work with each Customer Service market lead and drive continuous improvement, productivity and efficiency.DAZN is fast paced, exciting and dynamic, if this is an environment you thrive in, then this is the role for you.Welcome to DAZN, the world's leading live OTT sports service.Key ResponsibilitiesForecasting customer contacts across multiple regions and channelsMonitoring and Reporting on; Performance, Plan v Actual, Contact Trends and Schedule AdherenceManage and Own short > long term forecastsResponsible for staffing coverage and schedule readiness for upcoming eventsProduce agent schedules aligned to forecast, sharing with operations teams within agreed schedule periodAnalyse reasons for contact to shape future forecasts and improve forecast accuracyDefine agent headcount requirements based on expected forecast and co-ordinate agent movements to meet requirementsRegular review of incoming demand, optimising agent schedules & queues to meet service level targetsSkills, Knowledge & Expertise5+ Years Forecasting Experience within Contact Centre environmentCustomer service experienceWFM toolsAdvanced excel skillsZendesk knowledgeWorked with different countries and understand how local market nuances impact Customer behaviourUsed to working in a digital world, with digital contact channels e.g. social, what's app, live chat etcExperience modelling CS requirements using excelData manipulation (reporting tools and excel)You'll be successful if you:Are resilientTenaciousGood at planning and executingAnalytical, inquisitive, problem solverExcellent at stakeholder managementGood communicator – clear and concisePeople personKeen interest in sportsAbout DAZNAt DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be.As part of our team, you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop.DAZN VALUES – THE 'HOW' IN WHAT WE DO:Agility and creativity fuel growth and innovation, to Make It Happen.Prioritising what matters drives progress and positive outcomes, Focusing On Impact.Collective ambition builds optimism and success, in order to Win As One.At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities.Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: , , and ParentZone.If you'd like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.We look forward to hearing from you.