Senior Manager

4 weeks ago


London, United Kingdom SquareTrade Europe Limited Full time

Senior Manager – Planning & Forecasting, Europe (Customer Operations)
Full-time SquareTrade is a high growth consumer InsurTech company with its global head office based in San Francisco and its European headquarters in London. In early 2017, the company was acquired by insurance giant AllState for $1.45bn. Since its entry into Europe in 2009, SquareTrade has become one of the largest and fastest growing mobile insurance providers in Europe. It is revolutionising the £2bn+ market by creating a consumer-centric digital protection service, and driving pace and product innovation in an industry that has lagged behind others. Reporting to the Director of Customer Operations, this role is responsible for Resource Planning & Forecasting for our European Outsourced Contact Centre operation.As the Workforce Management (WFM) Lead, you will be responsible for accurate resource forecasting and planning in collaboration with Financial Planning & Analysis (FP&A) and our Outsourced Service Partner to ensure service levels are achieved in the most cost efficient way. As well as implementing best practice WFM, you will also be responsible for monthly commercial reporting and forecasting against our annual Op Plan, as well as playing a critical role in our annual planning cycle.
Develop and maintain accurate resource forecasts for all contact channels, including voice (inbound and outbound), email, chat, and support team workflow to meet service level agreements (SLAs) and key performance indicators (KPIs)
Work closely with FP&A to align forecasting with financial objectives and constraints
Prepare monthly customer support spend and forecasting packs, calling out risks and opportunities as well as tracking of cost efficiency saving initiatives
ensuring they are leveraged effectively for optimal forecasting, scheduling and intraday management
Propose, execute and track cost-saving initiatives related to workforce management and customer support operations
Manage the annual planning process for workforce requirements, including budgeting and staffing strategies
Collaborate with internal stakeholders to size customer support costs for RFPs and new business opportunities
Support the development of data reporting, dashboards and insights to enable full oversight of our Customer Operations teams
Proven experience in resource planning and forecasting for a multi-channel contact centre environment, including front and back office teams
Strong commercial acumen
Excellent negotiation and relationship management skills
Experience with annual planning processes and budget management
SQL and Excel skills
A minimum of 5 years of experience in a WFM or resource planning role within a contact centre environment
Familiarity with leading WFM platforms such as Verint, Aspect, or similar A bachelor's degree in business administration, finance, operations management, or a related field is preferred #J-18808-Ljbffr


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