Forecasting & Planning Manager
2 weeks ago
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 omni-channel planning expertise, overseeing real-time 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 cost-base
- 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 data-driven operational insight in a simple, intuitive format that clearly highlights key issues to stakeholders of varying levels
- Able to lead constructive, data-driven 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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