contact center planning & analytics senior manager

توضیحات آگهی

In the story of Snappfood we believe in creating value that goes beyond the ordinary We are willing to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity intelligence and agility We are waiting for you to continue this story Responsibilities Lead workforce planning forecasting capacity planning scheduling and resource optimization developing short medium and long term plans based on demand seasonality service requirements and business growth Identify staffing gaps capacity risks and resource requirements and partner with Operations HR and Finance to translate workforce plans into hiring budgeting and staffing decisions Own the Contact Center performance management and KPI framework monitoring key metrics such as Service Level Occupancy Productivity Adherence Shrinkage AHT and staffing efficiency Lead business and performance analytics to identify trends root causes performance drivers and opportunities translating complex data into clear business insights and actionable recommendations for leadership Develop forward looking analyses scenarios dashboards and management reports to support operational and strategic decision making including productivity cost service levels customer contact drivers and operational efficiency Partner with senior leadership to develop departmental strategies and translate business objectives into clear priorities initiatives KPIs ownership and measurable outcomes Lead cross functional continuous improvement and strategic initiatives focused on productivity service quality customer experience efficiency cost effectiveness process redesign and technology adoption Monitor industry trends emerging customer operations models technologies and best practices while evaluating and driving practical applications of AI tools AI Agents automation and emerging technologies across planning analytics decision making and operations Lead and develop teams across Planning Analytics QA Training and related capabilities prioritize resources based on business impact and communicate insights risks recommendations and strategic initiatives to senior stakeholders across Operations HR Finance BI Data Product and Technology Requirements 7 10 years of relevant experience in Contact Center Customer Operations Workforce Management Business Analytics Business Planning Strategy or related fields with at least 3 years of experience in people management or leadership Strong experience in Workforce Planning Forecasting Capacity Planning Scheduling and Performance Management with a strong understanding of Contact Center KPIs including Service Level Occupancy Productivity AHT Adherence Shrinkage and Cost Strong analytical and business problem solving skills with a demonstrated ability to turn complex data performance trends and business information into business insights strategic recommendations and actionable plans Strong understanding of AI tools AI Agents automation analytics technologies and emerging industry trends with the ability to evaluate their business applications and drive practical adoption Strong leadership communication and stakeholder management skills with proven experience leading cross functional initiatives and influencing senior stakeholders experience in e commerce marketplace delivery technology or other high volume customer operations is a plus Bachelor s degree in Business Administration Industrial Engineering Economics Data Analytics Statistics or a related field Master s degree is preferred Benefits Vouchers for Vacations Gym Therapy Sessions Educational platform of advanced courses Complementary Insurance Snappfood s Discount codes Loans تهران تهران باغ فیض تمام وقت اسنپ فود مدیر میانی جنسیت تفاوتی ندارد اینترنت تجارت الکترونیک خدمات آنلاین