Capacity Planning and Reporting Manager (Budapest)

Capacity Planning and Reporting Manager (Budapest)
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Planning and Reporting Manager

Your new company

Our partner is an American manufacturer and marketer of prestige skincare, makeup, fragrance and hair care products. They have a newly established contact centre in the hearth of Budapest, close to some of Budapest’s most important governmental institutions.

Your new role

The Planning and Reporting Manager conducts detailed analyses of EMEA CC contact center operations performance using varied sources of data. The Manager will have working knowledge and understanding of all KPI’s and targets and will use his/her analytical skills to partner with leadership to provide insight into key trends in performance, demand drivers, cost and opportunities. This role also focuses on the analysis of the key factors driving staffing needs and makes recommendations that assist in maximizing contact center performance in a cost-effective manner. Accurately forecasts call volumes, productivity, and staffing forecasts.

What you'll need to succeed

  • At least 5 years’ experience in contact centre roles, 3+ years of relevant experience in business, statistical or data analysis
  • Ability to assimilate facts/data from various sources & develop analyses that provide key business insight
  • Fluent English language knowledge
  • Strong organizational and time management skills
  • Proficiency with Excel (pivot tables, v look ups, etc.)
  • Thorough understanding of key performance measurements and attributes
  • Experience with Interactions Optimizer and Business Objects
  • Experience working with contact center metrics



What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.


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