Resource Planning Manager

Summary

Join Wave, a company revolutionizing financial services in Africa, as an experienced Resource Planning Manager. You will support large, multi-site call center teams across multiple countries, providing forecasting and scheduling expertise. Your role is crucial in ensuring excellent customer experience by creating accurate forecasts and innovative schedules. You will collaborate with support and product leaders, manage resource allocation, and optimize operational efficiency. This remote position offers competitive salary, benefits, and the opportunity to contribute to a significant mission. Travel to African operating markets is required up to four times a year.

Requirements

• 5+ years of management experience
• 2+ years of SQL and or comparable coding experience
• Fluency in English
• Experience in large multi-site contact centre operations (>1000 persons)
• Experience in forecasting demand and optimizing schedules
• Exceptional Google Suite skills
• Strong analytical skills in Excel and/or Google Sheets
• Excellent communication skills

Responsibilities

• Own headcount forecasting, planning, scheduling & reporting
• Support country leaders by providing clear forecasts and schedules for their teams to allow their focus on operational performance execution
• Resource allocation: support the Country Lead and the team in making real-time decisions on staffing levels, skill assessments, adjustments to meet changing demands and maintaining an optimal balance between service quality & operational cost efficiency
• Support Country Leads to implement and enforce adherence to schedules, breaks, and other performance metrics, to maximize productivity and meet service level agreements
• Work with the support director and finance in terms of opex budget planning and telephony cost controls
• Prepare and deliver regular real-time performance reports on support rep performance to management, highlighting key performance indicators and areas for improvement
• Oversee tool ownership, metrics and analytics
• Improve the quality of existing metrics and ensure adherence to them across teams
• Own schedule adherence in Puzzel and rollout & onboarding across support teams
• Support Country Lead in delivering OKRs
• Manage quality control and knowledge-building
• Be reactive and supportive of live “incident/bug” management
• Push leads to be more proactive/responsive to bug or incident reporting and escalation
• Establish appropriate playbooks of response and update them accordingly for bug reporting and emergency response as processes evolve
• Build Relationships This role will build cross-functional relationships with other stakeholders to anticipate any changes in contact flow to support (Product/Marketing/Payments etc ) and act as “Gatekeeper”
• Communication and influence: able to effectively communicate actions and guidelines to be followed by GLs/Reps
• Facilitate real-time communication with Country Leads and across all departmental Group Leads/Territory Leads to coordinate responses to emerging issues, ensuring a unified approach to problem resolution

Preferred Qualifications

• Have a very strong sense of character and integrity
• Are excessively detail-oriented and seek to achieve excellence in everything you do
• Are a self-starter and proactive about achieving ambitious targets
• Have experience working with Puzzel Workforce Management platform, or a comparable workforce management platform
• Are experienced with Twilio Flex
• Can analyze real-time data to identify trends, bottlenecks, and opportunities for immediate improvement, providing actionable insights to leadership and cross-functional teams
• Have experience living, and working with companies operating in Senegal, Ivory Coast and the wider Francophone region
• Are experienced with large call centre operations in Africa, North America or Europe
• French is a plus

Benefits

• Subsidized health insurance for you and your dependents and retirement contributions (both vary from country to country)
• 6 months of fully paid parental leave and subsidized fertility assistance
• Flexible vacation, with most folks taking between 30-40 days per year
• $10,000 annual charitable donation matching
• You can work remotely from anywhere (between UTC -5 and +2) with reliable Internet access
• You are willing to travel up to four times a year to our operating markets. Wave covers travel expenses to our operating countries in Africa, as well as a yearly stipend of $1200 to meet with coworkers
• Our salaries are competitive and are calculated using a transparent formula
• We run performance reviews twice a year and award bonuses or promotions to strong performers who have been with the company for more than six months