WFM Manager (contact centre) - Hybrid in London
We are looking for an exceptionally talented WFM Manager professional to join a highly progressive, growing business. The individual we seek will be used to working in a highly fast-paced European contact centre operation and will look after resource planning, call forecasting, and shift management. Key Responsibilities:
Responsible for maintaining accurate call forecasting for all European markets and developing the resource plan by market and contact channel. Monitoring and updating all KPIs and SLAs across all our channels (Phone, Email, Chat & Bot) to ensure they reach the target. Delivering analysis of contact volume trends to ensure accurate call forecasting. Have a good level of understanding for all our European markets and work together with the respective Market Leaders to ensure accurate call forecasting. Develop and deploy the right process to optimize call forecasting and tracking. Develop the right organization of WFM and assignment. Manage the shift schedule process and operate to maximize SLA and staff satisfaction. Build real-time operation visualization to improve supervising operation efficiency. Maintain performance reports to track EU Customer Service team performance. Attend and lead call forecast update meetings as well as performance review meetings. Technical Skills and Abilities:
At least 3 years’ experience in managing workforce management. 1-year experience in managing or supervising Customer Services Operations (10+ Headcount) is helpful. Proven track record of maintaining high levels of call forecasting in a fast-paced industry. Ability to prioritize workload and deliver to tight deadlines while maintaining attention to detail. Knowledge of progress monitoring and reporting. Analytical approach to problem-solving. Computer literate in all Microsoft packages, Google apps, BI tools, and SQL with the ability to learn new skills. High levels of numeracy, accuracy, attention to detail, and good grammatical and spelling skills. Outstanding written and oral communication skills, with the ability to lead responsibility. Strong leadership qualities that can motivate and guide a team. Excellent interpersonal skills, with a willingness to cooperate and work effectively as part of a team, including with external suppliers and providers. Able to solve problems with minimal supervision. Willingness to be flexible as and when required. Able to lead by example. A passion for our brand and an understanding of retail and general consumer buying behavior. Job Info
Job Title:
WFM Manager (contact centre) - Hybrid in London Company:
Cactus Search Location:
London Posted:
Jan 24th 2025 Closes:
Feb 24th 2025 Sector:
Customer Services Contract:
Permanent Hours:
Full Time
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We are looking for an exceptionally talented WFM Manager professional to join a highly progressive, growing business. The individual we seek will be used to working in a highly fast-paced European contact centre operation and will look after resource planning, call forecasting, and shift management. Key Responsibilities:
Responsible for maintaining accurate call forecasting for all European markets and developing the resource plan by market and contact channel. Monitoring and updating all KPIs and SLAs across all our channels (Phone, Email, Chat & Bot) to ensure they reach the target. Delivering analysis of contact volume trends to ensure accurate call forecasting. Have a good level of understanding for all our European markets and work together with the respective Market Leaders to ensure accurate call forecasting. Develop and deploy the right process to optimize call forecasting and tracking. Develop the right organization of WFM and assignment. Manage the shift schedule process and operate to maximize SLA and staff satisfaction. Build real-time operation visualization to improve supervising operation efficiency. Maintain performance reports to track EU Customer Service team performance. Attend and lead call forecast update meetings as well as performance review meetings. Technical Skills and Abilities:
At least 3 years’ experience in managing workforce management. 1-year experience in managing or supervising Customer Services Operations (10+ Headcount) is helpful. Proven track record of maintaining high levels of call forecasting in a fast-paced industry. Ability to prioritize workload and deliver to tight deadlines while maintaining attention to detail. Knowledge of progress monitoring and reporting. Analytical approach to problem-solving. Computer literate in all Microsoft packages, Google apps, BI tools, and SQL with the ability to learn new skills. High levels of numeracy, accuracy, attention to detail, and good grammatical and spelling skills. Outstanding written and oral communication skills, with the ability to lead responsibility. Strong leadership qualities that can motivate and guide a team. Excellent interpersonal skills, with a willingness to cooperate and work effectively as part of a team, including with external suppliers and providers. Able to solve problems with minimal supervision. Willingness to be flexible as and when required. Able to lead by example. A passion for our brand and an understanding of retail and general consumer buying behavior. Job Info
Job Title:
WFM Manager (contact centre) - Hybrid in London Company:
Cactus Search Location:
London Posted:
Jan 24th 2025 Closes:
Feb 24th 2025 Sector:
Customer Services Contract:
Permanent Hours:
Full Time
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