Senior Manager, CX Operational Planning

Allegro is a leading e-commerce company with over 21 million active buyers across 6 countries and more than 164k partners. The role involves working with experienced professionals from top-tier strategy consulting and e-commerce sectors.

• Advanced forecasting skills to predict volumes across multi-channel streams for human and automated touchpoints.
• 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.
• Strong ability to manage manpower planning cycles across various horizons (short, mid, and long-term up to 12 months).
• Skill in analyzing Customer Experience "Automation Drivers" to shift contact volumes from human-assisted to automated solutions.
• Deep understanding of CX metrics and their correlation with staffing levels and costs.
• Ability to translate long-term business goals into a 5-year operational capacity roadmap.
• Excellent communication skills for stakeholder management with HR, Finance, and Operations teams.
• Confidence in managing vacancies based on real-time data and business needs.
• Ability to thrive in a dynamic environment with diverse business units.
• Fluency in English and Polish.

• Calculate and predict CX volumes for both human-assisted and automated contacts.
• Supervise machine learning models introduction to increase forecast accuracy.
• Constantly improve forecast accuracy and analyze the drivers that move contacts toward automation.
• Monitor Customer Experience forecast accuracy as the main input for capacity planning.
• Provide manpower plans for short-term (3-6 weeks), mid-term (12-15 weeks), and long-term (up to 12 months) horizons.
• Work closely with HR, HR Controlling, Customer Experience Scheduling, and Traffic Management teams.
• Deliver monthly/weekly capacity planning to maintain high quality (speed of answer, Answer Rate, NPS) in a cost-effective way.
• Lead the preparation of Customer Experience budgets and ensure clear reporting of all CX costs split into main lines.
• Manage and approve the activation of budgeted vacancies for the Customer Experience and Trust & Safety team based on actual needs.
• Provide data for 5-year plans to align operational capacity with long-term business goals.