Tactical Planning Specialist

De peste 70 de ani, ManpowerGroup reprezinta puntea de legatura intre milioane de persoane si piata muncii, prin brandurile sale Manpower, Experis, ManpowerGroup Solutions si Right Management. Compania este prezenta pe piata din Romania din 2003, iar in acesti ani peste 400 de clienti si zeci de mii de candidati au avut incredere in noi pentru a le oferi flexibilitatea, agilitatea, talentele, competentele si oportunitatile de care au nevoie. Indiferent daca va aflati la inceput de drum, sau sunteti profesionisti experimentati, brandurile ManpowerGroup va pot oferi oportunitatile potrivite de a va dezvolta, a dobandi noi abilitati si competente, a fi expusi la proiecte pline de provocari si a creste profesional.

Manpower is recruiting Tactical Planning Specialist for its client, a leading Pan-European financial services provider specialising in the purchasing and management of non-performing and performing loan.

Requirements:

Excellent written and verbal communication skills in English;
Extensive experience using a Workforce Management tool (preferably Aspect WFM) specifically using the advanced functions within the tool to drive performance within the call centre;
Extensive experience using a Dialler system (preferably Aspect ALM) specifically using the advanced functions within the tool to drive performance within contact rates and strategie;
Experience of presenting bespoke reporting and updates to small-medium sized forums of senior stakeholders;
A full understanding of all role relevant continental Europe telecommunications regulatory bodies outbound dialler regulations e.g. OFCOM, BEREC, AGCOM, UKE;
Experience of operation in an FCA regulated business or similar regulators in the EU and European Economic Area.

Optional:

Experience creating, manipulating and producing Management Information (MI) independently;
Experience planning in an Omni-Channel contact centre enterprise, including experience with Non-Telephony / Back Office planning;
Strong levels of business awareness;
Strong excel skills - VBA and MS Access;
Knowledge of Italian is an advantage.

Your responsibilities:

As Tactical Planning Specialist you will be reporting directly into the Tactical Lead and be responsible for all inbound and outbound dialler traffic for the contact centres and ensure it is routed correctly and against strategic priorities;
You will provide specialist knowledge, advice and guidance on the use of outbound dialler for all operating channels (Voice, SMS, Web chat, Chat bot fallout, etc.). Ensure we are making the best of our dialler and gaining maximum returns;
This autonomous role will see you ensuring supported business areas achieve agreed outbound targets via effective use of each system;
Improve our productivity, accuracy and results while maintaining the highest level of regulatory compliance;
Ensuring an aligned approach and strategy (workflow) through supporting and overseeing each of the 8 call centres;
Work collaboratively to ensure data & resource are applied to optimise dialling in a compliant and efficient manner, while minimising cost and maximising revenue in line with local and group operating strategies;
Proactively identify performance challenges across the operation (inbound/back office/dialler) & propose remedial actions;
Constant and consistent monitoring and assessment to maximise performance, reacting in real-time to unforeseen peaks and troughs in Inbound Call Volumes/Dialler File Sizes and Planning alternative on the day strategies to execute in order to meet targets;
Being the point of contact for the reporting, tracking and management of faults and/or incidents that impact the customer engagement operations within Hoist Finance;
Responsibility for ensuring Aspect Workforce Management (WFM) data is kept up to date for all agents;
Update and maintain all exception data in WFM, including 121’s, Team Meetings, absence and any other ad-hoc offline activities;
Facilitation of operational engagement forums which focuses on resource requirements, actuals, projections, campaign management and forecasting along with providing and supporting key recommendations such as shift reviews, operational effectiveness reporting and shrinkage monitoring;
Ownership of personal continuous professional development;
Take ownership for planning documentation and performance metrics;
Work with colleagues in IT to ensure correct selection of key data and creation of dialling lists;
Reporting key MI results as required;Although primarily based in country the post holder will be required from time to time to support the tactical management in other countries / locations.

What we offer:

A contract of employment in a friendly atmosphere within a group listed on the Swedish stock exchange;
Opportunity to take part in a new project and transitions;
Opportunity to gain experience in an international organization;
An opportunity to participate and drive the work of developing a Shared Service Centre;
Social benefits package:
Private medical care;
Sports programs;
Co-financing of commuting and group insurance.