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Contact Centre Forecasting & Planning Manager

04 September 2019

Contact Centre Forecasting & Planning Manager

Leeds City Centre

Reporting to the GM – Contact Centre Planning and MI, the Forecasting & Planning Manager will be responsible for a team of Forecasting & Scheduling Analysts and will be accountable for all aspects of Contact Centre planning and forecasting across our multi-channel, multi-site operation.
 
As the Forecasting & Planning Manager, you will be responsible for the coachingdevelopment and management of a team of Analysts, providing support and guidance to enable optimum performance. You will oversee all aspects of Contact Centre planning and forecasting and the effectivedeployment of these resources through demand profiling, with the objective of maximising service levels in the most cost-effective way.  You will work closely with key operational managers to ensure positive engagement and provide information and insight which will enable us to deliver industry leading service levels for our customers. Through a proactive approach, you will analyse and interpret data and continually review our processes, making recommendations for improvement alongsidereporting on key metrics. You will regularly lead cross functional meetings where performance and forecasts are discussed, and risk and solutions are identified.

The successful candidate will already demonstrate Role Model behaviours. Analytical and organized, you will have proven background in a resource planningforecasting and scheduling role in acontact centre environment. A strong people manager, you will have proven experience of leading a team of direct reports in a similar role. Knowledge of business metricsWFM tools and ACD reporting and administration is required along with advanced level Excel skills. You will ideally have previous exposure to driving business improvements and technological changes through the operational planning process and will possess the ability to communicate effectively with senior management levels. 

This is a great opportunity to be part of an exciting forward thinking business. We operate scheduled leisure flights to holiday destinations in the Mediterranean, the Canary Islands and to European Leisure Cities from our 9 UK bases.

Help us to send our all-important customers on holiday with Jet2.com and Jet2holidays!!

APPLY HERE

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