Senior Manager, CX Operational Planning

Job description

Your main responsibilities: Boost CX efficiency: Deliver monthly/weekly capacity planning to maintain high quality (speed of answer, Answer Rate, NPS) in a cost-effective way. - Customer Experience Forecasting & Automation Drivers analysis: - Volume Prediction: Calculate and predict CX volumes for both human-assisted and automated contacts. - Supervise machine Learning models introduction to increase forecast accuracy. - Accuracy & Drivers: Constantly improve forecast accuracy and analyze the drivers that move contacts toward automation. - Performance Metrics: Monitor Customer Experience forecast accuracy as the main input for capacity planning. Manpower & Resource Planning: - Planning Cycles: Provide manpower plans for short-term (3-6 weeks), mid-term (12-15 weeks), and long-term (up to 12 months) horizons. - Stakeholder Coordination: Work closely with HR, HR Controlling and Customer Experience Scheduling and Traffic Management team Budget & Cost Governance support: - Budget Support: Lead the preparation of Customer Experience budgets and ensure clear reporting of all CX costs split into main lines. - Resource Activation: Manage and approve the "activation" of budgeted vacancies f...