PpThe Tactical Planning Analyst supports QVC Italy and has the responsibility of manage workforce service level’s across multi-channel contacts, analysing and co-ordinating Contact Centre resources in day management collaborating with the Call Centre Operations Staff; this will maximise service delivery opportunities while optimising resources and costs making decisions based on data to ensure logical rationalisation that is clear and appropriate. /ppFurthermore, the Tactical Planning Analyst will take an analytical view providing solutions that remove risk to either cost or service level objectives. /ph3Where You'll Work /h3ulliThis role is hybrid and will require you to be onsite in Brugherio (MB) several days per month (onsite days are predetermined and standard across the company). /liliThis is a full time – permanent contract. /liliThis role required availability from Monday to Sunday (9:00-18:00) with 2 rests per week. /li /ulh3What You'll Do /h3pReporting to the Planning Manager you will: /pulliRecognize the day's trends in terms of KPIs and volume needs by processing corrections to the Call Center's original Forecast. /liliManage network traffic and contact queues, ensuring the Contact Centre achieves required service levels on an intraday basis. /liliManage multiple activities related to Reporting / Performance Review and forecast analysis. /li /ulh3What You'll Bring /h3ulliIdeally 6-12 months of work experience in Contact Center department (Staff Operations team). /liliHigh school diploma, professional degree or associate degree (Statistics or Economics will be a plus). /liliAdvanced knowledge of Excel is required for forecasting and analysis (included Macro Visual Basic). /liliThis role will collaborate closely with other european markets; fluency in Italian is required + English at intermediate level is required (at least B2) to work with a multicultural team. /liliExcellent time management and ability to work in a dynamic environment working on strict deadlines. /li /ulpOur Total Rewards package includes benefits you’ll love such as competitive compensation, paid time off, an employee assistance program, parental leave, paid volunteer hours, and amazing company discounts! In our US market, you can also expect health care benefits starting on day 1, 401(k), and tuition reimbursement benefits. QVC Group is committed to inclusion and belonging for all and ensuring that our workplace provides equal employment opportunities for all team members and candidates and complies with all applicable federal, state, and local laws and regulations. As an equal opportunity employer, QVC Group is committed to a barrier-free employment process. If you need reasonable accommodations/support throughout, please contact us at for assistance. If provided, salary ranges are a general guideline only, and actual salaries will vary and are based on factors such as a candidate's qualifications, skills, experience, and geographic location as well as business and market conditions. /p /p #J-18808-Ljbffr