Head of Forecasting Workforce Management and Realtime

David Kennedy Recruitment is working with a leading international BPO/outsourcing company who is seeking a dynamic and experienced individual to join their team as the Head of Forecasting, WFM and Realtime. In this key role, you will be supporting the business growth strategy by leading forecasting and key day-to-day contact centre operations including efficient scheduling, workforce optimisation, and effective real-time monitoring.

Position: Head of Forecasting, Workforce Management and Realtime

Location: Bratislava, Slovakia (hybrid - 2-3 days a month at the office) or Barcelona, Spain(hybrid - 2-3 days a month at the office) or Remote in the UK

Employment type: Full-time

Remuneration: Base salary.

DUTIES AND RESPONSIBILITIES:

• Develop and implement forecasting models and methodologies to predict resource requirements and optimize staffing levels across projects
• Build and maintain relationships with key stakeholders and ensure effective operational collaboration
• Lead a team of forecasting and workforce management professionals, including hiring training, coaching, and development opportunities
• Define and implement real-time monitoring strategies, manage the production of the employees schedules
• Drive continuous improvement in forecasting, workforce management, and real-time monitoring
• Manage and develop the Workforce Management tool
• Review and utilise the demand and forecast, tracking, and optimising the Volume, FTE, and financial forecasts, tracking actual data, producing analysis and trend reporting
• Analyse, develop, compile, and communicate intra-day performance and produce intra-day daily reports with Workforce Management statistics
• Understand long term demand trends to enable accurate financial planning.

REQUIREMENTS:

• Based in Barcelona, UK or Bratislava, or within commuting distance
• At least 5 years of experience in workforce planning, forecasting, and real-time monitoring in a large-scale, multi-site contact center environment
• Strong knowledge of workforce management tools and systems such as Genesys
• Proficient in Excel and a good working knowledge of Microsoft Office applications
• Strong quantitative, analytical and technical aptitude skills, with the ability to collect, organise, analyse and disseminate significant amounts of information with excellent attention to detail and accuracy
• Adept at queries, report writing and presenting findings
• Excellent written communication skills, demonstrating effective, accurate and concise convey of thoughts and concepts into actionable work plans
• Proven leadership skills, with experience managing and developing high-performing teams
• Excellent communication and interpersonal skills, with the ability to effectively influence and collaborate with stakeholders at all levels
• Strong organizational skills, with the ability to prioritize and manage multiple projects and deadlines simultaneously
• Proven track record of driving operational excellence and delivering results in a fast-paced and dynamic environment
• Problem solving mindset, seeking solutions that work for the team and the client.

OFFER:

• Full time, permanent contract
• Competitive salary
• Hybrid working model or remote if based in the UK
• Location within commuting distance of Barcelona or Bratislava, or remote in the UK