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 the creation of accurate tactical resource plans for all Atlanta Operational areas (including SA colleagues); handing these over to Global Service Delivery team to execute
Communicate with Demand Planning and scheduling teams regularly, offering feedback forecasts and schedules, helping to develop understanding of key demand drivers and considerations.
Deliver meaningful insight into call centre performance by interpreting operational MI, identifying data anomalies, patterns, KPI relationships and trends, using this insight to improve tactical plans
Work with Strategic Planners and Head of Planning to develop good understanding of strategic plans and objectives, and be able to articulate principles to the Call Centre Operation
Take active role in the optimisation of Resource Planning Team capability through development of your line reports and other planning colleagues, maximising team resilience
Focus on call centre performance, ensuring that we deliver an excellent service to customers
Develop and nurture positive and productive relationships with key stakeholders across all support areas
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
Excels at working on own initiative, looks to drive better performance
Provide sufficient focus on your own personal development, participate actively in team meetings
Challenge what you consider to be poor practise, raising any challenges with Head of Planning – and be able to articulate ideas in appropriate forums
Current vacancies
Please visit Markerstudy's Careers Page to view our current vacancies.