Role and key responsibilities:

• Deliver and continuously review excellent customer service capacity plans (inhouse and outsourced) for a set of countries, from a demand as well as a supply perspective, to secure a consistent service delivery and great customer and co-worker experience.
• Deliver optimum performance.
• Forecast workload demand, as well as supply, by type of activity related to different time horizons and countries, to allow for data-driven resourcing decisions
• Develop suggestions and actively support selected country Scheduling & Intraday Managers, to improve quality and efficiency of forecasting, scheduling and intraday management
• Secure data availability and validate quality as continuous input for the forecast process, and signal and resolve irregularities to the responsible suppliers/owners to ensure accurate forecasting
• Conduct advanced data exploration and analysis using modern data mining techniques (including machine learning) and visualisation tools, to build capacity plans based on forecast
• Ensure collaboration with relevant stakeholders to secure that the forecast is fed into the Remote Customer Meeting Point (RCMP) budget model and the capacity model 
• Coordinate and facilitate a structured decision-making process around forecast versions by collaborating with relevant stakeholders to ensure an optimal outcome
• Conduct impact assessment of specific workload drivers, e.g. campaigns, product launches, and Post Implementation Review to advise on resourcing decisions and provide input to budgets
• Ensure close collaboration and integration with the outsource Remote Partner Manager to secure business continuity
• Investigate and assess the value add of additional datapoints from various sources (internal, external, countries) to improve forecast accuracy
• Identify opportunities for process improvement within Scheduling & Intraday, in cooperation with countries, to strengthen local performance
• Ensure capacity plans are shared and communicated in a clear way across RCMP, both group and country, to secure dimension perspectives are considered in decision-making processes for key activities e.g. recruitment, training, vacation schedules etc.

Key Skills and knowledge :

• Excellent written and verbal communication
• Formal qualifications in Economics, Business Administration or equivalent
• Minimum 3 years of experience as a Forecasting expert, Capacity manager, Workforce management manager, Partner manager or similar
• Minimum 3 years of experience working within a large scale omnichannel Customer Service, including front and back-office operations, as well as inhouse and outsourced multi-sites 
• Strong knowledge of workforce management, covering demands projection, capacity, scheduling and intraday in relation to complex sourcing models 
• Strong knowledge of forecasting models, sourcing models, routing strategy, skill matrix, capacity management models
• Broad knowledge of demand drivers connected to sales and customer care in multinational environments
• Broad knowledge of the contact Centre industry and in particular globally steered workforce management organizations’
• Fair understanding of Remote Customer Meeting Point (RCMP) as an integrated part of the business
• Very strong analytical skills and ability to use those to challenge ways of working
• Ability to build trustful and strong relationships with country colleagues in a wide range of markets combined with a service minded approach 
• Ability to complete tasks, accomplish goals and achieve results 
• Good organizational skills with the ability to understand importance of consistency and routines
• Ability to balance independent work and own initiatives with openness and transparency in a sharing culture 
• Ability to express ideas and opinions effectively in verbal and written communication
• Must have experience in Planning/ Forecasting & Stakeholder management 

Qualification : Graduate