| Detailed Description |
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Forecasting
Manager
To £40K Basic
Our client is a well known and expanding Online Retailer with a first rate
reputation for service and delivery. This is therefore an important role within
the organisation and will report into the Head of Customer Care. Working
alongside the Resource Manager, the Forecasting Manager will be responsible for
the development and implementation of a Customer Services forecast that takes
into account all capacity issues and planned change that are going to be built
into the budget and operational plans for the contact centre (inhouse and
outsourced).
On a day to day basis what this will involve is ensuring effective utilisation
of resource across all contact centre operations and making recommendations on
what could be done to improve productivity, You will manage the forecasting
process for all contact centre operations and ensure that the impact of change
programmes are built in. You will also provide impact assessment guidance to
internal teams and lead the CC project initiatives of 'home working' and
'annualised hours' that form part of the people roadmap.
We are looking for a highly experienced Resource Planner with in depth
Forecasting experience in an inbound Services environment. You will have a
track record of delivering excellent results within an environment of
fluctuating volumes. You will have a detailed understanding of a workforce
management application and a good broad based knowledge in contact centre
systems and stats. Greater London. |