Channel Strategy Development Manager
2 days ago
Key Role: Forecasting and Channel Optimisation Lead
This position oversees the development of frontline department capacity/resource planning, utilising workforce planning technology available. The team analyses portfolio trends and customer contact patterns through engagement with key business stakeholders.
Key Accountabilities
- Direct and develop workforce planning forecasting & capacity analysts to achieve exceptional contact centre performance.
- Ensure accuracy of frontline department forecasting by analysing and monitoring performance of capacity plan on key drivers, quantifying their impacts on service levels each month.
- Design and maintain simulation models that effectively reflect current business assumptions while ensuring flexibility to change key input/driver variables.
- Develop and maintain industry/best-in-class customer channel forecasting methodologies.
- Provide strong stakeholder management consultancy skills.
- Contribute to resourcing/skill set requirements for all contact centre teams/departments.
- Maintain sound knowledge of industry workforce planning contact centre developments, including worldwide best practice.
- Identify and report potential risks or inadequate controls related to compliance or operational risks.
Requirements and Experience
- More than 3 years' experience within a forecasting & capacity analyst role.
- A thorough understanding of principles behind long/short-term driver-based forecasting and planning.
- Strong ability to manage/influence key stakeholders.
- Strong technical knowledge of workforce management software.
- Strong leadership & management skills preferably developed within the financial services industry.
What We Offer
- A dynamic work environment focused on innovation and excellence.
- Opportunities for professional growth and development in a rapidly evolving field.
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