The Planning Manager will support the Head of Operations in developing and making our business more efficient by:
- Leading a team of ten real time analysts alongside one scheduling expert and one forecasting specialist.
- Managing client relationships on forecasting, workforce planning, recruitment governance, service delivery and real time management.
- Seeking opportunities to increase productivity within the operation.
Your Daily Tasks:
To manage the team based on client performance expectations and develop a small team of Forecasting & Planning Analysts.
To constantly monitor and propose effective shift patterns to match business requirements.
To make recruitment recommendations and identify opportunities and benefits offered through skills-based routing.
To identify and pro-actively manage changes to the shift patterns to deliver improved customer service.
To be aware of and record business, resource and seasonal changes.
To monitor recruitment and liaise with the recruitment team and HR to make advanced plans for required shift changes.
To work closely with the client.
To deliver effective & accurate reports detailing key performance indicators and commentary relating to workforce and shift performance.
The ideal job for you?
WFM experience, primarily in multi market Contact Centre environments.
Deep understanding of operational levers within the contact centre environment.
Skills in Workforce Management, Spanish employment regulations, Injixo, Genesys and AWS tools, computer and MS Office.
High level negotiation and influencing skills.
Stakeholder management Personal efficiency and teamwork.
Emotional intelligence and the ability to build relationships, motivate and collaborate with others are essential.
Good level of English to communicate with our international team.
What Benefits Do We Offer?
Full time permanent contract (39h/week).
Being part of a constantly growing company & team, with endless opportunities for career development and working with people from all over world in a dynamic work environment
You will work from home temporarily due to the current COVID-19 situation, so fast internet connection is a must.
Start Date: 3rd of May 2021
A full-time working permit is necessary when applying for this vacancy.
CPM is an international agency specialized in contact centre and digital marketing solutions. We have been rewarded with numerous awards and have a proven track record of increasing sales and brand awareness for our clients.
CPM International does not discriminate based on race, creed, colour, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, physical or mental ability, veteran status, military obligations or marital status.