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Senior Resource Planning Manager

About the Role

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
  • A passion for our brand and understands retail and general consumer buying behaviour
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