Resource Planning Manager

How you'll help us achieve it

We are looking for an experienced Resource Planning Manager who will support our large multi-site call center teams across all of our operating countries. You will provide forecasting and scheduling expertise to our growing, in-house customer support team. Great customer experience is a key part of Wave’s success and you will create accurate forecasts, translate them into innovative schedules so support teams give our customers the fastest response times across all channels.

You will be customer obsessed and work closely with support and product leaders to adapt and manage the impact of shifting to digital, the launch of new products, the expansion to new markets whilst keeping a close track on our cost to serve by delivering world class resource management.

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 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.

Key details

• 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.
• Major 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.

Requirements

• 5+ years of management experience. 
• 2+ years of SQL and or comparable coding experience.
• Fluency in English. French is a plus. 
• 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.

You might be a good fit if you

• 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.