Senior Manager, CX Operational Planning

What we offer

• Annual bonus based on your performance and company results.

• Long term discretionary incentive plan based on Allegro.eu shares (restricted stock units).

• A great learning opportunity, working with people coming from a lot of experience in top tier strategy consulting and e-commerce space.

• Well-located offices (with e.g., fully equipped kitchens, bicycle parking, terraces full of greenery) and excellent work tools (e.g., raised desks, ergonomic chairs, interactive conference rooms).

• A wide selection of fringe benefits in a cafeteria plan - you choose what you like (e.g., medical, sports or lunch packages, insurance, purchase vouchers).

• English classes that we pay for related to the specific nature of your job.

• A training budget, inter-team tourism and an internal learning platform where you will find multiple trainings.

• An additional day off for volunteering, which you can use alone, with a team, or with a larger group of people connected by a common goal.

• Social events for Allegro people - Spin Kilometers, Family Day, Fat Thursday, and many other occasions we enjoy.

• And that's just the beginning! You can read more about the benefits here.

• #goodtobehere means that:

• You will shape the future of e-commerce - creating innovative, pioneering solutions that set new market standards. We have over 21 million active buyers across 6 countries and collaborate with more than 164k Partners.

• You will join a team you can always count on - we have on board top-class specialists who have sharing knowledge, experience, and best practices in their DNA. Want to get to know them better? Listen to the Allegro Podcast.

• You will be part of a team that always aims to stay one step ahead of the market - we act quickly, dynamically, and at the highest level, because only then we can genuinely shape the future of e-commerce.

• You will build your own development path - with access to diverse business areas, large-scale international projects, internal mobility, inter-team tourism, and regular feedback from your manager, you will drive your growth.

• You will see that mistakes are opportunities to learn - we believe that no matter how well we execute, we can always get better.

• Send us your CV and… see you at Allegro!

This is the right job for you if have:

• Advanced Forecasting Skills: Ability to predict volumes across multi-channel streams for both human and automated touchpoints.

• Proficiency in Data Modelling: Practical knowledge of building and implementing Machine Learning models to enhance forecast accuracy.

• Proven experience in Operations Forecasting, preferably within a high-volume CX or E-commerce environment.

• Broad-based experience in call centre operations.

• Experience in budget preparation and cost governance, including tracking metrics such as cost per parcel or cost/GMV.

• Proficiency in Excel/Google Sheets and SQL. Experience with WFM software (Verint, Nice, Genesys) or BI tools (Tableau, Looker) is a strong plus.

• Capacity Planning Expertise: Strong ability to manage manpower planning cycles across various horizons (short, mid, and long-term up to 12 months).

• Driver Analysis: Curiosity and skill in analyzing Customer Experience "Automation Drivers" to shift contact volumes from human-assisted to automated solutions.

• Performance Driven: A deep understanding of CX metrics and their correlation with staffing levels and costs.

• Strategic Planning: Ability to translate long-term business goals into a 5-year operational capacity roadmap.

• Stakeholder Management: Excellent communication skills to collaborate effectively with HR, Finance, and Operations, incl. Traffic Management teams.

• Confidence in managing vacancies based on real-time data and business needs.

• Ability to thrive in a dynamic environment where forecasting must account for diverse business units.

• Fluency in English and Polish.

Your main responsibilities:

• Customer Experience Forecasting & Automation Drivers analysis:

• Volume Prediction: Calculate and predict CX volumes for both human-assisted and automated contacts.

• Supervise machine Learning models introduction to increase forecast accuracy.

• Accuracy & Drivers: Constantly improve forecast accuracy and analyze the drivers that move contacts toward automation.

• Performance Metrics: Monitor Customer Experience forecast accuracy as the main input for capacity planning.

• Manpower & Resource Planning:

• Planning Cycles: Provide manpower plans for short-term (3-6 weeks), mid-term (12-15 weeks), and long-term (up to 12 months) horizons.

• Stakeholder Coordination: Work closely with HR, HR Controlling and Customer Experience Scheduling and Traffic Management team

• Boost CX efficiency: Deliver monthly/weekly capacity planning to maintain high quality (speed of answer, Answer Rate, NPS) in a cost-effective way.

• Budget & Cost Governance support:

• Budget Support: Lead the preparation of Customer Experience budgets and ensure clear reporting of all CX costs split into main lines.

• Resource Activation: Manage and approve the "activation" of budgeted vacancies for the Customer Experience and Trust & Safety team based on actual needs.

• Strategic Input: Provide data for 5-year plans to align operational capacity with long-term business goals.