Job Description

:
? The Forecast - Capacity Planning Lead is required to establish strong relationships with all the key stakeholders in operations and across the business.
? Required to assist and support the stakeholders to achieve operations KPIs and strategic objectives.
? To ensure the optimization of resource by effective management of forecasting, capacity planning and scheduling across all lines of business.
? To act as leader within the WFM team supporting all services to our operations to ensure we succeed as a team.
? This role is a fully office-based role and has varied hours with evenings, nights, and weekends to support international operation. ?
? You will take leadership responsibility for developing accurate forecasts for our multi-lingual and multi-channel business. ?
? Leading weekly and monthly reviews with stakeholders and the management team showing forecasted performance for the long term future (4-26 weeks), while also identifying risks. ?
? Work closely with the sales and marketing team and impact assess any changes in strategy to the service we give to our customers.
? Track actuals against all forecasts and assumptions and improve accuracy and escalate operational performance risks.
? Lead scheduling for all LOBs defining a set of scheduling rules to meet the forecasted business demands and achieve a schedule high efficiency.
? Continually provide recommendations to drive efficiency and recruitment plans to ensure we have the correct resources to meet our service KPI's.
? Take a lead role in process improvement and KPI development.
? Coordinate and interact with internal and external integrated partners regarding forecasting and adjusting where necessary to balance client and operational goals.
? Understanding the needs of stakeholders at differing levels of authority (from agent to executive team).
Requirements
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? The candidate should have the below skills and experience.
? At least 4 years of direct experience in Workforce Management (aka Resource Planning).
? Experience in Omni-channel contact centres (aka inbound, outbound, email, chat - social).
? A minimum of 2 years of supervisor experience required.
? Ability to create clear business communications in fluent English.
? Experience using Verint WFM or similar WFM software essential.
? Detailed knowledge of Twilio or similar ACD (Automatic Contact Distributors, i.e. Telephony system).
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Benefits
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We offer

• Great work environment and friendly team culture

• Competitive Pay

• Cab Facilities.

• Medical Insurance

• Incentives

These vacancies are urgent. Immediate Interviews. !

Skills Required