Planning Coe

4 months ago


مصر, Egypt Vodafone Full time

**Role Purpose**:
This role is a pivotal role for service revenue generation for _VOIS providing technical services and consultation for all Vodafone OPCOs in addition to _VOIS partners. It will act as a planning hub for all _VOIS care staff, partners and Vodafone markets.
- Managing strong resource planning team with all its aspects
- Forecasting market demand for all Europe customer base contacts including voice, digital and back-office activities
- Build all market historical data and commercial events in a special secured database with high accuracy on yearly, monthly, daily an interval level.
- Provide extensive analysis and studies per market, per service and advising adequate trends for (customer base movement, contact rates, trading events )
- Manage and balances market costs and delivery targets through accurate forecasting and staffing.
- Manage Capacity planning teams that distributes forecasts on Market different platforms including on shore teams, _VOIS teams and other vendors.
- Cover attrition forecasts and hiring demand per market service provider as per each market labor law.
- Manage the scheduling function generating resources schedules for _VOIS teams, onshore market teams and other vendors.
- Audit on schedule adherence and conformance from different operation providers for the Market
- Manage real-time monitoring teams governing service delivery KPIs achievement up-to interval level.
- Manage unplanned events for the market with high flexibility, providing feasible alternatives in light of current resources, budget and customer experience measures.
- Provides consultations to the market with the proper resourcing and contractual mix that balances costs and customer experience.
- Manage work force team engagement and performance.
- Manage _VOIS work force teams including scheduling and real-time providing operations services for _VOIS partners in different centers.

**Key Accountabilities and Decision Ownership**:

- Deliver on forecast accuracy target for the market monthly, daily and interval level
- Ensure hiring highly skilled and qualified planners to build the COE.
- Deliver Service levels and productivity targets for the market.
- Providing optimized resources plans that balances the market costs with delivery targets.
- Ensure COE model continuity and growth through planning accuracy and strong market communication.

**Core Competencies, Knowledge and Experience**:

- Putting Customers First
- Performing Through Our People
- Delivering Results
- Managing In A Changing Environment
- Making A Personal Difference
- Communicating For Impact

**Must Have Technical / Professional Qualifications**:
**Education**:University degree

**Work experience**:

- 10 years of experience in work force management.
- 4 years of experience as a people manager.
- Experience in Telecom and BPO field.

**Skills and Abilities**:

- Technical Skills
- Proven ability in building and growing internal and external business relationships.
- Strong commercial awareness and understanding of commercial business units.
- Excellent influencing and negotiation skills
- Passion for customer experience
- Proven ability to build high performing teams or virtual teams.
- Data aware and analytical capability to translate operational metrics into Customer experience.
- Proven experience of developing continuous improvement techniques.
- Forecasting, Scheduling and Realtime experience in global Markets

**#_VOIS #movewithus**:


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