Forecasting & Planning Manager - Contact Centre

Robert Walters
14 Jul 2017
28 Jul 2017
Job role

A leading financial services organisation is currently seeking a Forecasting & Planning Manager to join its contact centre operations based in the North West. The purpose of the role is to lead a team that enables the business to understand, plan and manage workforce demands.

Key duties include:

  • Lead and develop a team of analysts responsible for the strategic aspects of the planning process across all telephony and Back Office demand for Bank Operations Collections and Recoveries
  • Provide accurate and efficient workload forecasts across all Collections work-streams, ensuring full understanding of demand and drivers is incorporated into outputs
  • Ensure the team share best practices and operate with a consistent approach
  • Ensure effective control and management by demonstrating ownership of relationships with key internal stakeholders who provide forecasts for all activities which may ultimately impact contact centre volumes
  • Assess and audit the accuracy and effectiveness of forecasts regularly, setting goals and improvement plans for team members appropriately
  • Provide coaching and development to the team through regular 1-2-1's and individual personal development plans
  • Perform all standard team management tasks as required, such as holiday management, team motivation, recruitment as needed, expense and travel approval etc.
  • Proactively challenge the status quo and be capable of establishing, through negotiation and rational articulation of logic, a change in existing processes and internal delivery from other functions and departments

The successful candidate will have:

  • Background of forecasting and planning in a contact centre environment
  • Excellent communication, leadership, analytical and stakeholder management skills
  • Advanced PC skills, in particular MS Excel and PowerPoint
  • Outstanding time management, organisational and prioritisation abilities
  • Knowledge of the key drivers behind, the inter-dependencies between and the complexity of scheduling & intraday management in a multi-skill, multi-contact channel environment
  • Knowledge and experience of Inbound and Outbound Contact technologies, such as Avaya, Genesys and Aspect
  • Project Management experience
  • Experience of driving business improvements and technology changes through the operational planning process
  • Experience of Resource Planning process in a high-complexity Contact Centre environment

This is a fantastic opportunity to join a leading brand in the market with excellent long term career prospects.

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