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Contact Centre Forecasting & Planning Manager

Leeds City Centre

Job Title: Contact Centre Forecasting & Planning Manager

Location: Leeds City Centre

Team: Call Centre Sales

Job Type: Permanent

Salary: Competitive

Hours: 40 hours

1-Day Telling A Story With Numbers Workshop

5th November, Manchester

This one-day training workshop is the opportunity for you to discuss the benefits and implications of different approaches and learn about the critical factors to consider. Use this course to help you determine what approach to develop in your own operation.

  • Be able to display complex data in a simple way
  • Have techniques for emotional engagement
  • Have a clear engagement strategy

Intro to the Planning Cycle

22nd October, 2pm

Learn the role planning plays in implementing your strategic objectives.  Understand the importance of your role and how you can help others.
 - Understand how the strategic objective is implemented into a forecasting, scheduling and real-time plan.
 - Learn about the importance of effective data checkpoints, change governance and hand-overs 
 - Play apart in driving continuous improvement and become the nerve-centre of the business

Intro to the Planning Cycle

11th October, 12pm

Learn the role planning plays in implementing your strategic objectives.  Understand the importance of your role and how you can help others.
 - Understand how the strategic objective is implemented into a forecasting, scheduling and real-time plan.
 - Learn about the importance of effective data checkpoints, change governance and hand-overs 
 - Play apart in driving continuous improvement and become the nerve-centre of the business

2-Day MI & Performance Analysis Workshop

9th-10th October, Manchester

This two-day workshop teaches you the fundamentals of good analysis & reporting, whether you are working on resourcing, customer insight, performance or other data.

After this session, delegates will;

- Have an understanding of alternative reporting approaches to drive brilliant learning
- Learn latest trends & thinking, key ideas and pitfalls to avoid
- Understand best in class and how to improve data structure & accuracy and analysis techniques

2-Day Lifestyle & Wellness Scheduling Workshop

1st-2nd October, Crossflatts

This two-day course will help you to appreciate the volatility of your arrival patterns and the lifestyle and wellness options needed to schedule your people.

After this session, delegates will;

- Understand what is meant by volatility and flexibility and how to analyse this
- See the options available to improve your coverage while supporting wellness & lifestyle
- Begin to develop a flexibility strategy that is a corporate asset

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About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Workshops

Operational Effectiveness
10th- 11th September, Glasgow
2-Day Operational Effectiveness (Intra-day) Workshop.

MI & Performance Analysis
9th- 10th October, Manchester
Understand best in class and how to improve data structure & accuracy and analysis techniques.

Other Learning Workshops

Conferences

National Conferences 2019
6th November 2019
Annual conferences dedicated to the needs of their communities.

Customer Strategy & Planning 2020
27th & 28th April 2019
Learn first-hand from practitioners and business leaders who are delivering successful change.

Get in touch

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