Building short and long term forecasts and keeping schedules aligned to customer demand
Monitoring live performance and adjusting plans in real time to hit service level goals
Working in Zendesk and Assembled to manage workforce planning and reporting
Sending weekly forecasting updates and keeping documentation current for the team

🎯 Requirements

You bring a strong analytical mindset and enjoy turning operational data into forecasts people can
Staying calm under pressure comes naturally to you, especially when a live incident needs a quick
Confidence with tools like Zendesk and workforce management platforms, such as Assembled/Verint, is
Clear, direct communication is your default, including when you need to hold a firm line with a
You've worked in a customer support or contact centre environment and understand what good service
Ambiguity doesn't throw you off, and you can adapt your approach as a fast-paced environment shifts

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