Forecasting & Planning Manager

1 week ago


Birmingham, Birmingham, United Kingdom MERJE Ltd Full time

My client is looking for a Forecasting & Planning Manager to lead the Customer Operations forecast & planning function, ensuring that teams are resourced correctly to meet a varying customer demand.


Responsibilities:

  • Provide omnichannel planning expertise, overseeing realtime delivery for inbound teams to ensure consistent service performance and excellent customer experience
  • Lead Management information and reporting activity on behalf of Customer Operations, providing robust insight into operational performance, opportunities and all related drivers
  • Support Customer Operations managers in running a productive and effective workforce within budgeted costbase
  • Work with Senior Managers to make sure the business is adequately resourced to meet forecast customer demand and to deliver a consistent customer experience
  • Oversee demand forecasting across multiple teams understanding historic trends and budgeted growth impacts.
  • Liaise with internal stakeholders to align key demand to ensure Customer Operations have a fully informed view of upcoming workloads.
Skills & Experience

  • Passionate about customer service with an appreciation of how robust planning and delivery directly impact the experience offered to customers
  • Expert knowledge of daily customer operations and resource planning principles
  • Able to provide datadriven operational insight in a simple, intuitive format that clearly highlights key issues to stakeholders of varying levels
  • Able to lead constructive, datadriven discussion with managers of all levels, providing appropriate challenge where needed
  • Able to agree SMART actions with stakeholders, oversee and ensure effective delivery
  • A good understanding operational performance MI, with an appreciation of the practical drivers of delivering a consistent service level to customers
  • Strong working knowledge of Microsoft Excel, PowerBI, Word and PowerPoint
However, we may be in touch with similar relevant opportunities.

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