Forecasting & Capacity Planning Specialist

Role & responsibilities

• 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 optimisation 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 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 KPIs
• 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).

Preferred candidate profile

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
• Detailed knowledge of Twilio or similar ACD (Automatic Contact Distributors, i.e. Telephony system)