Head of Planning & Analysis - Customer Care
About The Role
TheHead of Workforce Planning – Customer Serviceis a strategic leadership role responsible for optimizing the budgeting, forecasting, and resource planning functions for our customer service operations. This role will oversee the end-to-end workforce planning process, ensuring that the right number of agents are available at the right time to meet business goals and deliver an exceptional customer experience. Additionally, the Head of Workforce Planning will drive the development of reporting and analytics capabilities to support data-driven decision-making, performance management, and continuous improvement across the Customer Care function.
Your Daily Adventure at Storio
- Workforce Planning & Optimization
- Forecasting:Build the forecasting of demand & supply while ensuring alignment with business demands, service level targets, and seasonal trends.
- Capacity Planning:Analyse customer service volumes, identify resource gaps, and recommend adjustments to workforce levels to meet operational requirements.
- Utilisation & Efficiency:Monitor and optimise agent utilisation, to drive plans and strategies within the operation.
- Scenario Planning:Develop and execute workforce strategies for various business scenarios, such as peak demand periods, product launches, and service interruptions.
- Reporting & Analytics
- Performance Reporting:Lead the creation and maintenance of real-time and historical reporting dashboards, including KPIs such as service level, average handle time, first contact resolution, and customer satisfaction.
- Data-Driven Insights:Provide actionable insights through data analysis to support continuous improvement initiatives and optimize workforce performance.
- Trend Analysis:Identify trends in customer service operations and propose adjustments to staffing models, workflows, and training programs based on data insights.
- Collaboration & Stakeholder Management
- Cross-Functional Collaboration:Work closely with Care Operations, Outsource Operations, ACX, Finance, and S&OP teams to align workforce planning efforts with business objectives and resource constraints.
- Executive Reporting:Present key performance indicators and workforce planning insights to senior leadership, offering recommendations to support strategic decision-making.
- Continuous Improvement:Champion a culture of continuous improvement, using data to drive efficiency gains and enhance the overall customer service experience.
- Team Leadership & Development
- Leadership:Lead and mentor a team of workforce analysts, process management, and data analysts to drive objective decision making.
- Training & Development:Identify skill gaps and training opportunities within the team and oversee the professional development of staff to build a high-performing function.
- Process Improvement:Continuously evaluate and improve workforce planning processes and tools to increase effectiveness and alignment with organisational goals.
What You Bring To The Party
- Extensive experience in workforce planning, analytics, or operations management within a customer service or contact centre environment.
- Proven track record of managing workforce planning and optimization initiatives, with a focus on data-driven decision-making.
- Expertise in performance reporting, data analysis, and using business intelligence tools.
- Strong analytical and problem-solving skills with the ability to interpret complex data and make actionable recommendations.
- Proficiency in workforce management software (e.g., NICE, Verint, Aspect) and reporting tools (e.g., Looker, Tableau, Power BI).
- Exceptional communication and presentation skills, with the ability to effectively engage with senior leadership and cross-functional teams.
- Strong project management skills and the ability to manage multiple priorities in a fast-paced environment.
Extra Kudos For Experience
- Advanced Analytics: Familiarity with predictive analytics, machine learning, or AI-driven forecasting techniques.
- Contact Center Knowledge: In-depth understanding of contact centre operations, including multi-channel environments (voice, email, chat, etc.).
- Change Management: Experience leading and managing change initiatives in large organizations.
- Bachelor’s degree in Business Administration, Operations Management, Data Analytics, or a related field. Master’s degree or professional certifications (e.g., WFM, Six Sigma).
About Us
We are Storio group, a place where life’s stories are made, crafted and shared. A place where we create new ways to pass memories and stories between people and generations. And where, together, wemake joy unforgettable.We bring our customers’ stories to life through a range of high-quality personalised photo products, like photo books, wall decor, calendars & gifts. Our innovative technology enables customers to easily personalise their creations to keep for themselves or share as the most thoughtful of gifts.
Every single one of our employees brings something unique to Storio group and leaves a lasting imprint on our work, our culture and our company. Storio group is a place where we can all see and feel the impact of what we do, every day. A career with us is an opportunity tomake your markon our customers’ lives and on your career.
Our Values Shape Everything We Do, From Our Interactions With Customers And Colleagues To The Way We Approach Our Work. We Believe In Fostering An Environment Where Everyone Can Thrive And Contribute To Our Shared Success.
Equal opportunities statement
We are committed to promoting equal opportunities in employment regardless of age, disability, marital or civil partner status, pregnancy or maternity, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.
If you have a disability or special need that requires reasonable adjustments in order for you to perform at your peak during the interview, please let our HR team know ahead of time so that they can assist.
Sponsorship
You must have a right to work in the country where the position is located.
Seniority level
Director
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Software Development
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