Global Forecasting (WFM) Manager Contact Centers

The organisation

Our client is a leading company in the automotive sector, based in 32 countries. They are looking for a Global Forecasting (WFM) Manager Contact Centers, participating in the sizing and forecasting of demand of the service and quality units at a local level, as facilitator for the countries.

The position

As Global Forecasting (WFM) Manager Contact Centers you will assure service excellence by actively participating in the sizing and forecasting of demand of the service and quality units. You will develop forecasting and sizing models for the countries (Europe).

You will be estimating workload and quantifying needed resources for different channels and manage shifts definition. You will support and advise the countries in selecting and implementing services through outsourcing parties. You will manage Global agreements and relationships with BPO’s to achieve the correct efficiencies and quality levels.

You will establish the systems for monitoring BPO performance. You will work from the Amsterdam Office with regular travel in Europe. You will report to the Global Service Quality Director.

Candidate profile

You have a Bachelor or Master’s degree and over 8 years relevant work experience in modelling contact centers forecasting and sizing tools in multicultural environments. You have experience in setting support with BPO’s for overflow and managing external service relationships.

You are also experienced in developing service dashboards in multi sites environments. You have a high level of computer literacy and proficiency knowledge of contact center tools (CRM, CTI, ACD,..). You are a team player with customer focus and result oriented. You have excellent decision making capabilities and are able to work in a dynamic, fast-paced environment. 

The offer

You will work in a dynamic international organisation in a new created role with a lot of freedom to make your mark as you see fit on the contact centers across 32 countries.

Interested?

Are you interested in this role as Corporate Sizing and Forecasting Manager? We kindly request you to upload your CV in English by using the link below. For questions and/or more information you can contact Femke Boogers at +31 (0)6 46 89 15 82.