Forecasting & Planning Manager – Gloucester

Reference: VAC-1738
Sector(s): Call Centre, Contact Centre Management, Management, Workforce Planning
Salary: £ 40,000 Per Annum
Salary Details: up to £40,000
Town/City: Gloucester
Contract Type: Permanent Full-Time

Up to £40,000 

Our client, a leading Communications Solutions provider, is currently seeking a Forecasting & Planning Manager to lead their established, international F&P team on a full-time, permanent basis. As a Forecasting & Planning Manager, you would be responsible for ensuring the business has the right people in the right place with the right skill, delivering a quality service to the end customer. 

The ideal candidate will be an excellent communicator with the ability to manage teams globally to deliver long, medium and short term planning solutions.

Your main duties will include:
•Supporting the delivery of a global resourcing plan – driving the future shape and direction of Operations through the identification of best practice operating models including staffing, technology, geographical locations and seat utilisations 
•Delivering an innovative workforce agility strategy that ensures optimal schedule effectiveness while supporting enhanced employee satisfaction and delivering, year on year cost reductions
•Supporting the creation and delivery of alternative operating model scenarios covering a two to five year window – making recommendations on resourcing, technology investment and location of services
•Direct line management for regional F&P Specialists – delivering coaching and performance management on a regular basis, both face to face and remotely
•Creating and maintaining a global plan of resources from long term to intraday level
•Developing and supporting F&P Specialists’ skills across all regions, ensuring that best practice is shared amongst groups
•Hosting monthly planning meetings with Senior Management teams 
•Acting as a subject matter expert in the use of the company’s WFM tools 
•Providing consultancy services for regional teams in developing and adjusting regional budgets
•Keeping abreast of new regional developments to ensure an assessment on Global Resourcing can be made
•Acting as a role model and mentor to drive a high-performance culture within Operations

Required skills and experience:
•Extensive experience in WFM in a fast paced, customer focused environment 
•In depth knowledge of WFM methodologies and technology 
•Strong working knowledge of management reporting tools and processes within the contact centre industry
•Advanced IT skills, specifically MS Excel
•Excellent influencing and relationship building skills from agent level to VP 
•Ability to plan and prioritise 
•Ability to take ownership of problems and see them through to resolution
•Analytical and pragmatic with the ability to interpret and present complex data
•Ability to investigate, drive, influence and deliver wholesale transformation within a business
•Excellent communication skills 
•Ability to work independently and react well under pressure

This is an exciting opportunity to join a dynamic and well-established global company. If you feel this is the opportunity for you do not hesitate to apply or alternatively for further information you can contact us!