Knowledge
4 years planning experience in forecasting and scheduling
Experience in leading a team, ability to mentor and coach effectively
Experience in developing and implementing new methodologies driving understanding through the business
IEX/ WFM experience
Excel – Advanced level
Avaya/CCM client or similar
Database interrogation skills an advantage
Skills
High analytical skills able to identify key trends and impact assess changing variables
Lead Resource Planning Analysts/Specialists in the management of CSR schedules – ensuring planned activities and other off phone events are reflected accurately in WFM
Engage relevant support teams (comms, HR) to ensure that all upcoming events that could impact performance have been included in WFM – so that tactical plans are optimal
Provide meaningful insight into the nature of requests into the planning team – and what we can learn about the level of understanding of planning processes amongst operational stakeholders
Work collaboratively with Atlanta planning colleagues, maintaining consolidated planning approach in conjunction with the Atlanta Planning Target Operating Model
Develop and nurture positive and productive relationships with key stakeholders across all support areas
Use analytical skills to identify upcoming performance challenges, ensuring that these are communicated to relevant stakeholders.
Behaviours
Proactive approach to problem solving
Timely and accurate production of work
Ability to work on own initiative
Ability to demonstrate results to reflect both quality delivery as well as the ability to plan for and accommodate high and sometimes inconsistent volumes of calls.
Able to positively influence direct line reports, planning colleagues and operational managers
Ability to work under pressure
Ability to work to tight deadlines
High level of enthusiasm
Adaptable
Creative thinker
Current vacancies
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