We are looking for an experienced Senior Resource Planning Manager to join a leader in their field as the continue to grow their business globally. The individual we seek will be used to working in a highly fast paced Global Contact Centre operation and will look after resource planning (Detailed forecasting modelling, collaborative resource planning & team management).
Key Responsibilities:
* Responsible for building & maintaining accurate call forecasting for all Global markets, and developing the resource plan by market and contact channel.
* Monitoring and updating all KPIs and SLAs are met across all our channels, Phone, Email, Chat & Bot to ensure they reach the target.
* Delivering analysis of contact volume trends to ensure accurate call forecasting.
* Have a good level of understanding for all our European markets and work together with the respective Market Leaders to ensure accurate call forecasting.
* Develop and deploy the right process to optimize the process of call forecasting and tracking.
* Develop the right organization of WFM and assignment.
* Manage the shift schedule process and operate to maximize SLA and staff satisfaction.
* Build real-time operation visualisation to improve the supervising operation efficiency.
* Maintain performance reports to track EU Customer Service team performance.
* Attend and Lead Call forecast update meetings as well as Performance review meetings.
Technical skills and Abilities
* Have experience in managing workforce management.
* Highly numerical, with extensive experience of using Excel or Google Sheets for data collation and analysis
* Proven track record of maintaining high levels of call forecasting in a fast-paced industry.
* Can prioritise own workload and deliver to tight deadlines, whilst maintaining attention to detail
* Knowledge of progress monitoring and reporting
* Having an analytical approach to problem solving
* Computer literate in like all Microsoft packages, google apps, BI tool and SQL with the ability to learn new skills
* High levels of numeracy, accuracy and attention to detail as well as good grammatical and spelling skills
* Outstanding written English and oral communication skills, with the ability to understand to lead responsibility
* Strong leadership qualities that can motivate and guide a team.
* Excellent interpersonal skills, with willingness to co-operate and work effectively as part of a team, including with external suppliers and providers
* Able to solve problems with minimal supervision
* Willingness to be flexible as and when required
* Able to lead by example
Please share your information with matt@cactussearch.co.uk