Forecasting Models: Develop and maintain resource forecasting models to predict future call, claims, and resource requirements based on historical data and projected trends.

 Strategic Planning: Create comprehensive Short, Medium, and Long-Term resource plans to ensure efficient use of resources across multiple channels.

 Commercial Alignment: Collaborate with finance and operational teams to align resource forecasts and plans with broader business objectives, ensuring commercial viability.

 Stakeholder Engagement: Facilitate regular meetings to review forecasts, address challenges, and communicate resource plans effectively to all relevant parties.

 Data Analysis: Gather, analyse, and interpret complex data to provide insights into resource utilisation and performance indicators.

 Reporting: Develop and maintain dashboards and reports, translating operational data into clear, commercially focused insights for senior management.

 Process Improvement: Identify and implement improvements, utilizing WFM technology (e.g., NICE, Verint, IEX, Calabrio) to enhance the accuracy of forecasting and planning processes.

 Risk Management: Assess potential risks related to resource availability, develop contingency plans, and ensure compliance with internal policies and regulatory conduct rules.

 Experience (Essential): Proven, extensive experience in resource forecasting and planning within a B2C Front Office or contact centre environment.

 WFM Proficiency: Proficiency in workforce management and planning tools (e.g., NICE, Verint, IEX, Calabrio).

Skills:

•  Commercial Acumen: Strong ability to link operational planning to financial outcomes and strategic goals.

•  Analytical: Strong analytical and problem-solving skills, with experience in scenario modelling and capacity planning. 

•  Communication: Skilled in presenting workforce strategies and performance insights to senior stakeholders, focusing on financial impact.

 Other: Flexibility to adapt to changing business needs and work across time zones or geographies as required.

Send your comprehensive CV to the Hire Resolve team.

Connect with Lidene Pienaar via LinkedIn today!

 Forecasting Models: Develop and maintain resource forecasting models to predict future call, claims, and resource requirements based on historical data and projected trends.

 Strategic Planning: Create comprehensive Short, Medium, and Long-Term resource plans to ensure efficient use of resources across multiple channels.

 Commercial Alignment: Collaborate with finance and operational teams to align resource forecasts and plans with broader business objectives, ensuring commercial viability.

 Stakeholder Engagement: Facilitate regular meetings to review forecasts, address challenges, and communicate resource plans effectively to all relevant parties.

 Data Analysis: Gather, analyse, and interpret complex data to provide insights into resource utilisation and performance indicators.

 Reporting: Develop and maintain dashboards and reports, translating operational data into clear, commercially focused insights for senior management.

 Process Improvement: Identify and implement improvements, utilizing WFM technology (e.g., NICE, Verint, IEX, Calabrio) to enhance the accuracy of forecasting and planning processes.

 Risk Management: Assess potential risks related to resource availability, develop contingency plans, and ensure compliance with internal policies and regulatory conduct rules.

 Experience (Essential): Proven, extensive experience in resource forecasting and planning within a B2C Front Office or contact centre environment.

 WFM Proficiency: Proficiency in workforce management and planning tools (e.g., NICE, Verint, IEX, Calabrio).

Skills:

•  Commercial Acumen: Strong ability to link operational planning to financial outcomes and strategic goals.

•  Analytical: Strong analytical and problem-solving skills, with experience in scenario modelling and capacity planning. 

•  Communication: Skilled in presenting workforce strategies and performance insights to senior stakeholders, focusing on financial impact.

 Other: Flexibility to adapt to changing business needs and work across time zones or geographies as required.

Send your comprehensive CV to the Hire Resolve team.

Connect with Lidene Pienaar via LinkedIn today!

 Forecasting Models: Develop and maintain resource forecasting models to predict future call, claims, and resource requirements based on historical data and projected trends.

 Strategic Planning: Create comprehensive Short, Medium, and Long-Term resource plans to ensure efficient use of resources across multiple channels.

 Commercial Alignment: Collaborate with finance and operational teams to align resource forecasts and plans with broader business objectives, ensuring commercial viability.

 Stakeholder Engagement: Facilitate regular meetings to review forecasts, address challenges, and communicate resource plans effectively to all relevant parties.

 Data Analysis: Gather, analyse, and interpret complex data to provide insights into resource utilisation and performance indicators.

 Reporting: Develop and maintain dashboards and reports, translating operational data into clear, commercially focused insights for senior management.

 Process Improvement: Identify and implement improvements, utilizing WFM technology (e.g., NICE, Verint, IEX, Calabrio) to enhance the accuracy of forecasting and planning processes.

 Risk Management: Assess potential risks related to resource availability, develop contingency plans, and ensure compliance with internal policies and regulatory conduct rules.

 Experience (Essential): Proven, extensive experience in resource forecasting and planning within a B2C Front Office or contact centre environment.

 WFM Proficiency: Proficiency in workforce management and planning tools (e.g., NICE, Verint, IEX, Calabrio).

Skills:

•  Commercial Acumen: Strong ability to link operational planning to financial outcomes and strategic goals.

•  Analytical: Strong analytical and problem-solving skills, with experience in scenario modelling and capacity planning. 

•  Communication: Skilled in presenting workforce strategies and performance insights to senior stakeholders, focusing on financial impact.

 Other: Flexibility to adapt to changing business needs and work across time zones or geographies as required.

Send your comprehensive CV to the Hire Resolve team.

Connect with Lidene Pienaar via LinkedIn today!

 Forecasting Models: Develop and maintain resource forecasting models to predict future call, claims, and resource requirements based on historical data and projected trends.

 Strategic Planning: Create comprehensive Short, Medium, and Long-Term resource plans to ensure efficient use of resources across multiple channels.

 Commercial Alignment: Collaborate with finance and operational teams to align resource forecasts and plans with broader business objectives, ensuring commercial viability.

 Stakeholder Engagement: Facilitate regular meetings to review forecasts, address challenges, and communicate resource plans effectively to all relevant parties.

 Data Analysis: Gather, analyse, and interpret complex data to provide insights into resource utilisation and performance indicators.

 Reporting: Develop and maintain dashboards and reports, translating operational data into clear, commercially focused insights for senior management.

 Process Improvement: Identify and implement improvements, utilizing WFM technology (e.g., NICE, Verint, IEX, Calabrio) to enhance the accuracy of forecasting and planning processes.

 Risk Management: Assess potential risks related to resource availability, develop contingency plans, and ensure compliance with internal policies and regulatory conduct rules.

 Experience (Essential): Proven, extensive experience in resource forecasting and planning within a B2C Front Office or contact centre environment.

 WFM Proficiency: Proficiency in workforce management and planning tools (e.g., NICE, Verint, IEX, Calabrio).

Skills:

•  Commercial Acumen: Strong ability to link operational planning to financial outcomes and strategic goals.

•  Analytical: Strong analytical and problem-solving skills, with experience in scenario modelling and capacity planning. 

•  Communication: Skilled in presenting workforce strategies and performance insights to senior stakeholders, focusing on financial impact.

 Other: Flexibility to adapt to changing business needs and work across time zones or geographies as required.

Send your comprehensive CV to the Hire Resolve team.

Connect with Lidene Pienaar via LinkedIn today!

 Forecasting Models: Develop and maintain resource forecasting models to predict future call, claims, and resource requirements based on historical data and projected trends.

 Strategic Planning: Create comprehensive Short, Medium, and Long-Term resource plans to ensure efficient use of resources across multiple channels.

 Commercial Alignment: Collaborate with finance and operational teams to align resource forecasts and plans with broader business objectives, ensuring commercial viability.

 Stakeholder Engagement: Facilitate regular meetings to review forecasts, address challenges, and communicate resource plans effectively to all relevant parties.

 Data Analysis: Gather, analyse, and interpret complex data to provide insights into resource utilisation and performance indicators.

 Reporting: Develop and maintain dashboards and reports, translating operational data into clear, commercially focused insights for senior management.

 Process Improvement: Identify and implement improvements, utilizing WFM technology (e.g., NICE, Verint, IEX, Calabrio) to enhance the accuracy of forecasting and planning processes.

 Risk Management: Assess potential risks related to resource availability, develop contingency plans, and ensure compliance with internal policies and regulatory conduct rules.

 Experience (Essential): Proven, extensive experience in resource forecasting and planning within a B2C Front Office or contact centre environment.

 WFM Proficiency: Proficiency in workforce management and planning tools (e.g., NICE, Verint, IEX, Calabrio).

Skills:

•  Commercial Acumen: Strong ability to link operational planning to financial outcomes and strategic goals.

•  Analytical: Strong analytical and problem-solving skills, with experience in scenario modelling and capacity planning. 

•  Communication: Skilled in presenting workforce strategies and performance insights to senior stakeholders, focusing on financial impact.

 Other: Flexibility to adapt to changing business needs and work across time zones or geographies as required.

Send your comprehensive CV to the Hire Resolve team.

Connect with Lidene Pienaar via LinkedIn today!