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Form of work
SalaryThis is an excellent opportunity to work for a leading brand, work within an incredible leadership team & nourish a Resource Planning team. This organisation in renowned for providing exceptional support to employees & an incredible service.
Location - This role is a Hybrid role and requires 3 days on site per week at the companys London office.
You will:
- Build the business WFM strategy - Forecasting & Real-Time demand and resource requirements across multiple channels globally.
- Establish and deliver a Resource Planning approach using historic data to forecast demand and resource requirements – daily/ weekly/ monthly.
- Maintain staff activities and records, maintain shift plans, identifying any shortfalls in staffing levels to the Planning Manager and Ops team.
- Optimise Resource Planning and scheduling processes to achieve service levels.
- Work with the Operational Leaders
- You will be tasked with managing the Data & Trends Analysis
- Carry out strategic Resource Planning & business change management plans.
- Senior Contact Centre WFM background
- Resource Planning Senior Leader in a complex Customer Service/ Customer Care operation in the past.
- Management of WFM system
- Proven experience of producing accurate intraday / forecasting models
- Statistical techniques across multiple service channels (call/ chat/ emails)
- Extensive resilience & experience in Senior leadership experience
