Planner Forecaster Public Affairs

As a planner/forecaster, you ensure optimal staff planning within the Customer Contact Center (KCC) and Civil Affairs.

• You translate data into reliable forecasts, clear insights, and concrete advice for management.
• Through your analyses, we ensure that residents are helped quickly, expertly, and customer-focused.
• This role is more than just planning; you are an important link between service delivery, capacity, and strategic decision-making, and you directly influence the quality of service to residents.

What you will do. Capacity planning and scheduling.

• You draw up and optimize staff schedules for the KCC and Civil Affairs as needed.
• You monitor and adjust staff deployment based on customer demand, occupancy, and performance.
• You advise team leaders on capacity and deployment issues.
• You coordinate staff deployment during peak periods, projects, elections, and other developments impacting service delivery.

Forecasting and analysis.

• You prepare forecasts for customer contacts, visitor flows, and capacity needs.
• You analyze customer flows, waiting times, accessibility, and production data.
• You identify trends, risks, and bottlenecks within service delivery.
• You calculate scenarios and translate insights into concrete improvement measures.

Management information and advice.

• You develop and maintain dashboards, reports, and management information.
• You advise management and supervisors on capacity, performance, and service delivery.
• You present analyses and recommendations at operational, tactical, and strategic levels.
• You contribute to the further professionalization of capacity management within the Public Affairs department.

Service improvement.

• You contribute to improving service standards, accessibility, and customer satisfaction.
• You initiate and support improvement projects within service delivery.
• You collaborate with colleagues from various disciplines to further strengthen data-driven work.