Job description
Tenacity CX specialises in Contact Centre and Customer Experience Recruitment; as such we are looking for a experienced Senior Forecaster for leading Financial Institution.Reporting to the HO Workforce Planning, the Workforce Planning and Forecasting Manager aims to understand, design and build ST & LT forecasts for multiple front and middle office customer functions.
The Senior Forecaster builds schedules for all contact centre streams, savings, mortgages, pensions and investments as well as complaints, deceased estates and fraud. Forecasting and building schedules for 500 FTE across multiple locations. In addition & longer term, there will be the opportunity to be responsible for a small newly onboarded team of schedulers.
Key Responsibilities:
- Short and long terms forecasting, trend analysis, insights and recommendations
- Ensure key contact centre performance metrics are met, AHT, Shrinkage and Occupancy
- Recruitment planning, based on attrition, speed to competency and planned marketing activities
- Budget and operational forecasting
- Stakeholder management to drive continuous improvements
- Building Schedules for Scheduling team
- Management reporting on contact centre performance
- Proven experience in workforce planning in a contact centre environment
- Must be experienced using Verint
- Advanced excel skills and data modelling
- Strong short and long terms forecasting
- Excellent analytical skills
- Demonstrated stakeholder management skills
- Some leadership experience would be advantageous
- Excellent written and verbal communication
- Experience leadership and high performing culture
- Continuous development and training
- Attractive remuneration
Expired job