Forecast & Capacity Planning Lead

Responsibilities

The job roles and responsibilities are,

• 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 management team showing forecasted performance for long term future (4-26 weeks), while also identifying risks.
• Work closely with 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 resource 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). 

Qualifications

The candidate should have the below skills and experience.  

• At least 5 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.

Years of Experience: At least 5 years of direct experience in Workforce Management (aka Resource 

Planning)