Entreprise
Sitel Group devient officiellement Foundever™.
Foundever™ est un leader mondial de l'expérience client (CX). Avec 170 000 collaborateurs dans le monde, nous sommes l’équipe derrière les meilleures expériences des 750 plus grandes marques internationales et digitales.
Nos solutions CX innovantes, notre technologie et notre expertise sont conçues pour répondre aux besoins opérationnels de nos clients et leur offrir une expérience sans couture, partout et à tout moment. Prenant en charge 9 millions d’expériences chaque jour dans plus de 60 langues et 45 pays, Foundever combine la force d’une présence mondiale à une approche entrepreneuriale, permettant aux entreprises de toutes tailles et de tous secteurs de transformer leur CX.
Adresse
1100 Bd El Qods, Sidi Maârouf), Casanearshore Park 20100 Casablanca
Poste
Mission:
The mission of the Sizing Manager is to analyze the inputs given and from that provide scenario’s that balance between the right staff vs cost, whilst flagging associated risks.
Challenges:
Interpretating provided data.
Balancing between competitive and feasible scenarios.
About the Job:
Sizing Managers analyze RFP’s and accompanied data, and translate that into a sizing file which will further drive the solution and pricing. They are key to ensure that the most optimal sizing is provided, whilst still making sure that this is also achievable if won.
Once the sizing is deemed ready, the Sizing Manager will contact the local/regional WFM stakeholders to have their signoff.
Key responsibilities:
Analyzing and Synthesizing RFPs
• Develop comprehensive WFM strategies by analyzing and synthesizing received RFPs
Data modeling
• Accurately model data to determine the required number of resources based on each billing model.
Legal and Social Constraints
• Incorporate the legal and social constraints of each country to assess the theoretical capacity of agents, aligned with forecasted workloads.
Sizing scenarios
• Develop and present various sizing scenarios to offer diverse solutions.
Presentations
• Deliver detailed presentations of findings to a committee of sales and pricing experts, understand their requirements, and devise tailored solutions based on their feedback.
Documentation
• Maintain meticulous documentation of the entire process through effective document management practices.
Use cases
• Utilize cases from previous deals or real scenarios to challenge the data inputs from new deals.
Alignment with Operations and WFM
• Align with operations from different countries regarding their baseline assumptions, ensuring that the numbers are understood, and the risks are well-managed.
KPI’s:
• Provide deal overview for each project with key callouts about the provided scenario’s.
• Track sign-off on assumptions used.
Profile recherché
Experience:
• Excellent communication and interpersonal skills to effectively collaborate with various stakeholders.
• Proven experience in workforce management, or a related role within a BPO or contact center environment. (nice to have)
• IEX experience preferred (in call center environment). (nice to have)
Education:
• Ideally higher or University education with a technical background (mathematical or statistical course desirable)
Certifications and Licenses
• n/a
Languages:
• Local language (required)
• English (required: C1/ C2)
• Other languages (nice to have)
Tools and Applications:
• Advanced level of MS Excel (including advanced formulas) and additionally Word, PowerPoint and Outlook.
• SQL/VBA macros an asset
• Experience with IEX is an asset
