Cs Emea Planning Manager Milano

Cs Emea Planning Manager
Milano
Lombardia, Milano

JOB SCOPE AND MAIN RESPONSIBILITIES**:

The mission of the CS EMEA Planning Manager is to ensure the right sizing of services to guarantee the best quality and accessibility for our customers within budget constrain

The main challenges are working in a dynamic environment, which requires making quick decisions even with partial information

The main success factor is to manage complexity with tools that can control the service in real time and react to changes.

**AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES**:

- PLANNING: develop and implement planning tools capable of meeting operational needs and ensuring compliance with economic objectives.

Short, medium and long term planning

- FORECASTING: build and maintain a predictive model for customer contacts, with language and channel detail, both short term (daily per hour) and medium/long term (weekly)

- REAL TIME MONITORING: analysing variances from planned activities in order to activate timely recovery plan and provide management with accurate information on which to build strategic plan

- SHIFTWORK: in-house shifts elaboration based on the forecast of contact volumes and internal needs for training, holiday plans etc.

- ROUTING STRATEGY: implement and optimise routing strategy to effectively balance workloads, with a focus on customer needs and business strategies

**TECHNICAL SKILLS - PORTRAIT OF A PERFECT CANDIDATE

- Educational Background in University degree in engineering, statistics, economics or computer science

- At least 5/10 years of experience in similar position

- Solid experience with Office software packages, WFM and forecasting tolls

**CANDIDATE PROFILE**:

- Excellent analytical, communication and organisational skills

- Strong problem solving skills

- Results and precision orientation

- Ability to meet deadlines and organise recurring tasks, even under pressure

- Ability to work to objectives and on time

- Ability to translate and make business plans operational

- Curiosity, flexibility, proactivity