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Resource and Forecasting Lead

Summary

Salary
Competitive + bonus
Team
Customer Service
Location
Barcelona, Spain

About us

We are looking for a Resource Forecasting and Optimisation Lead for our rapidly developing team in an evolving and progressive customer service function based in Barcelona


You will be responsible for optimising the performance of Customer Services to ensure we have an efficient, effective and high performing centre maximising our available resource to deliver a uniquely engineered service.


You will be managing our sales and service forecasts provision to our Contact Centre partner to ensure they are accurate; producing ongoing reporting and insight to drive continual improvement.


About the role

  • Ensuring forecasting is managed and maintained to a high degree of accuracy, across both customer contact and sales
  • Managing the delivery of all required reporting and data to ensure the effective management of the customer service function
  • Managing the delivery of powerful insight to identify and unlock efficiency improvements along with performance and customer experience enhancements
  • Providing the Operational Management team with the data and insight to enable ongoing performance improvement across all teams
  • Managing relationships with senior stakeholders around contact centre performance and development
  • Collaborating with other business functions to support the ongoing development of customer services

About you

  • Forecasting experience within a large contact centre, preferably across multiple contact channels including webchat
  • Demonstrable ability to drive ongoing performance and improvement in both sales and service
  • Excellent understanding of workforce management solutions and forecasting models
  • In depth understanding of contact centre forecasting and workforce management platforms
  • Understanding NPS, CSAT and customer service contact drivers and how to use insight to improve performance
  • Confidence and ability to engage with and challenge operational peers to ensure all Advisors and teams are driving performance
  • Able to identify and articulate the challenges customer services faces across all parts of the business
  • Knowledge and a keen interest in contact centre best practices and technologies
  • Excellent understanding of Microsoft Excel including VBA with SQL or Tableau an advantage
  • Ability to understand large and complex data sets

Benefits

  • Company bonus
  • Discount on Dyson machines
  • Competitive annual leave

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.