Global Workforce Planning Senior Analyst

The team:

The central Customer Care management team is expanding rapidly and the Global Workforce Management & Planning team needs to mirror this growth in order to provide outstanding support to our Customer Care teams. We currently cover thirteen markets across Europe, the Middle East, and South-East Asia.

Key to this expansion is an immediate need for a Workforce Planning Senior Analyst to support the team with the production of short, medium, and long term contact and staffing forecasts within all markets. Reporting to the Senior Manager for Workforce Management & Planning, the Workforce Planning Senior Analyst will ensure strategic goals of delivering excellent customer service at optimal cost are achieved through accurate forecast modelling, collaborative planning, and effective communication.

We need somebody who can hit the ground running; a self-starter who is comfortable working cross-functionally, whilst taking ownership and accountability to drive the team's service provision forward.

Responsibilities

• Support and where required own the creation of monthly, weekly, daily, and 15 minute interval forecasts of contact volumes and staffing requirements ...