Professional I - WFM Planning and Scheduling

Other

Workforce Management (WFM)

Description

Role and key responsibilities:

deliver and continuously review excellent customer service capacity plans (inhouse and outsourced) for a set of countries, from a demand as well as a supply perspective, to secure a consistent service delivery and great customer and co-worker experience.

• Deliver optimum performance.
• Forecast workload demand, as well as supply, by type of activity related to different time horizons and countries, to allow for data-driven resourcing decisions
• Develop suggestions and actively support selected country Scheduling & Intraday Managers, to improve quality and efficiency of forecasting, scheduling and intraday management
• Secure data availability and validate quality as continuous input for the forecast process, and signal and resolve irregularities to the responsible suppliers/owners to ensure accurate forecasting
• Conduct advanced data exploration and analysis using modern data mining techniques (including machine learning) and visualisation tools, to build capacity plans based on forecast
• Ensure collaboration with relevant stakeholders to secure that the forecast is fed into the Remote Customer Meeting Point (RCMP) budget model and the capacity model
• Coordinate and facilitate a structured decision-making process around forecast versions by collaborating with relevant stakeholders to ensure an optimal outcome
• Conduct impact assessment of specific workload drivers, e.g. campaigns, product launches, and Post Implementation Review to advise on resourcing decisions and provide input to budgets
• Ensure close collaboration and integration with the outsource Remote Partner Manager to secure business continuity
• Investigate and assess the value add of additional datapoints from various sources (internal, external, countries) to improve forecast accuracy
• Identify opportunities for process improvement within Scheduling & Intraday, in cooperation with countries, to strengthen local performance
• Ensure capacity plans are shared and communicated in a clear way across RCMP, both group and country, to secure dimension perspectives are considered in decision-making processes for key activities e.g. recruitment, training, vacation schedules etc.

Key Skills and knowledge:

• Excellent written and verbal communication
• Formal qualifications in Economics, Business Administration or equivalent
• Minimum 3 years of experience as a Forecasting expert, Capacity manager, Workforce management manager, Partner manager or similar
• Minimum 3 years of experience working within a large scale omnichannel Customer Service, including front and back-office operations, as well as inhouse and outsourced multi-sites
• Strong knowledge of workforce management, covering demands projection, capacity, scheduling and intraday in relation to complex sourcing models
• Strong knowledge of forecasting models, sourcing models, routing strategy, skill matrix, capacity management models
• Broad knowledge of demand drivers connected to sales and customer care in multinational environments
• Broad knowledge of the contact centre industry and in particular globally steered workforce management organisations
• Fair understanding of Remote Customer Meeting Point (RCMP) as an integrated part of the business
• Very strong analytical skills and ability to use those to challenge ways of working
• Ability to build trustful and strong relationships with country colleagues in a wide range of markets combined with a service minded approach
• Ability to complete tasks, accomplish goals and achieve results
• Good organisational skills with the ability to understand importance of consistency and routines
• Ability to balance independent work and own initiatives with openness and transparency in a sharing culture
• Ability to express ideas and opinions effectively in verbal and written communication
• Must have experience in Planning/ Forecasting & Stakeholder management

Educational Qualification: Graduate

Disclaimer:

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'