Resource Planning Manager job at Wave

JOB DETAILS:
In this role you’ll;
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…

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