Senior Manager, Group CX Manpower Planning & Forecasting

Your main responsibilities:

• Customer Experience Forecasting & Automation Drivers analysis: 
  • Volume Prediction: Calculate and predict CX volumes for both human-assisted and automated contacts.
  • Supervise machine Learning models introduction to increase forecast accuracy.
  • Accuracy & Drivers: Constantly improve forecast accuracy and analyze the drivers that move contacts toward automation.
  • Performance Metrics: Monitor Customer Experience forecast accuracy as the main input for capacity planning.
• Manpower & Resource Planning:
  • Planning Cycles: Provide manpower plans for short-term (3-6 weeks), mid-term (12-15 weeks), and long-term (up to 12 months) horizons.
  • Stakeholder Coordination: Work closely with HR, HR Controlling and Customer Experience Scheduling and Traffic Management team 
    Boost CX efficiency: Deliver monthly/weekly capacity planning to maintain high quality (speed of answer, Answer Rate, NPS) in a cost-effective way.
• Budget & Cost Governance support:
  • Budget Support: Lead the preparation of Customer Experience budgets and ensure clear reporting of all CX costs split into main lines.
  • Resource Activation: Manage and approve the "activation" of budgeted vacancies for the Customer Experience and Trust & Safety team based on actual needs.
  • Strategic Input: Provide data for 5-year plans to align operational capacity with long-term business goals.

This is the right job for you if have:

• Advanced Forecasting Skills: Ability to predict volumes across multi-channel streams for both human and automated touchpoints.
• Proficiency in Data Modelling: Practical knowledge of building and implementing Machine Learning models to enhance forecast accuracy.
• Proven experience in Operations Forecasting, preferably within a high-volume CX or E-commerce environment.
• Broad-based experience in call centre operations.
• Experience in budget preparation and cost governance, including tracking metrics such as cost per parcel or cost/GMV.
• Proficiency in Excel/Google Sheets and SQL. Experience with WFM software (Verint, Nice, Genesys) or BI tools (Tableau, Looker) is a strong plus.
• Capacity Planning Expertise: Strong ability to manage manpower planning cycles across various horizons (short, mid, and long-term up to 12 months).
• Driver Analysis: Curiosity and skill in analyzing Customer Experience "Automation Drivers" to shift contact volumes from human-assisted to automated solutions.
• Performance Driven: A deep understanding of CX metrics and their correlation with staffing levels and costs.
• Strategic Planning: Ability to translate long-term business goals into a 5-year operational capacity roadmap.
• Stakeholder Management: Excellent communication skills to collaborate effectively with HR, Finance, and Operations, incl. Traffic Management teams.
• Confidence in managing vacancies based on real-time data and business needs.
• Ability to thrive in a dynamic environment where forecasting must account for diverse business units.
• Fluency in English and Polish.

What we offer:

• Annual bonus based on your performance and company results. 
• Long term discretionary incentive plan based on Allegro.eu shares (restricted stock units). 
• A great learning opportunity, working with people coming from a lot of experience in top tier strategy consulting and e-commerce space. 
• Well-located offices (with e.g., fully equipped kitchens, bicycle parking, terraces full of greenery) and excellent work tools (e.g., raised desks, ergonomic chairs, interactive conference rooms). 
• A wide selection of fringe benefits in a cafeteria plan - you choose what you like (e.g., medical, sports or lunch packages, insurance, purchase vouchers). 
• English classes that we pay for related to the specific nature of your job. 
• A training budget, inter-team tourism and an internal learning platform where you will find multiple trainings. 
• An additional day off for volunteering, which you can use alone, with a team, or with a larger group of people connected by a common goal. 
• Social events for Allegro people - Spin Kilometers, Family Day, Fat Thursday, and many other occasions we enjoy. 
  
  And that's just the beginning! You can read more about the benefits here.
  
  #goodtobehere means that:
  - You will shape the future of e-commerce - creating innovative, pioneering solutions that set new market standards. We have over 21 million active buyers across 6 countries and collaborate with more than 164k Partners.
  - You will join a team you can always count on - we have on board top-class specialists who have sharing knowledge, experience, and best practices in their DNA. Want to get to know them better? Listen to the Allegro Podcast.
  - You will be part of a team that always aims to stay one step ahead of the market - we act quickly, dynamically, and at the highest level, because only then we can genuinely shape the future of e-commerce.
  - You will build your own development path - with access to diverse business areas, large-scale international projects, internal mobility, inter-team tourism, and regular feedback from your manager, you will drive your growth.
  - You will see that mistakes are opportunities to learn - we believe that no matter how well we execute, we can always get better.
  
  Send us your CV and… see you at Allegro!