Contact Centre Forecasting & Planning Manager
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As the Forecasting & Planning Manager,you will be responsible for the coaching, development and management of a team of Analysts, providing support and guidance to enable optimum performance. You will oversee all aspects of Contact Centre planning and forecasting and the effective deployment of these resources through demand profiling, with the objective of maximising service levels in the most cost-effective way. You will work closely with key operational managers to ensure positive engagement and provide information and insight which will enable us to deliver industry leading service levels for our customers. Through a proactive approach, you will analyse and interpret data and continually review our processes, making recommendations for improvement alongside reporting on key metrics. You will regularly lead cross functional meetings where performance and forecasts are discussed, and risk and solutions are identified.
The successful candidate will already demonstrate Role Model behaviours. Analytical and organized, you will have proven background in a resource planning, forecasting and scheduling role in a contact centre environment. A strong people manager, you will have proven experience of leading a team of direct reports in a similar role. Knowledge of business metrics, WFM tools and ACD reporting and administration is required along with advanced level Excel skills. You will ideally have previous exposure to driving business improvements and technological changes through the operational planning process and will possess the ability to communicate effectively with senior management levels.
This is a great opportunity to be part of an exciting forward thinking business. We operate scheduled leisure flights to holiday destinations in the Mediterranean, the Canary Islands and to European Leisure Cities from our 9 UK bases.
Help us to send our all-important customers on holiday with Jet2 .com and Jet2holidays!!
Hours Per Week
Call Centre Sales
- Full time
Posted 30 Aug 2019
Closes 29 Sep 2019
This job was posted to: Airline customer service
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