10 days ago
  • LevelSenior
  • ProfessionsHead of Planning
  • TypeFull Time
  • LocationLondon, United Kingdom

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Description

Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay – a company you can be proud to be with.
Head of Long Term Planning
We Empower People and Create Economic Opportunity
eBay Inc. is a global commerce leader that connects millions of buyers and sellers around the world. We exist to enable economic opportunity for individuals, entrepreneurs, businesses, and organisations of all sizes.
eBay’s strategic vision is to become the best global marketplace for buyers and sellers through a tech-led reimagination of the company. Looking for a passionate company that puts the customer at the heart of everything? A culture that encourages people to think big and be curious, to act with urgency and integrity and to be fearlessly inclusive? That’s who we are. If this sounds compelling, join eBay!
Role Overview
At the core of everything we do, we ensure that eBay’s customers are front-and-centre in all our decisions, and we implement our plans with our customers as our most important priority. As the Head of Long Term Planning in the Global Customer Experience (GCX) team, you will play an integral role in working across the Global business to build demand forecasts and resource plans. You'll work with our Global Service Delivery, Outsource Partner, Finance and other support teams to ensure delivery of all operational SLA’s & financial targets across multiple channels and locations.
About the Role
  • Accountable for creation of demand forecasts for all front and back office lines of business and channels, building relationships across multiple global teams to ensure forecasts capture inputs from strategic business plans & goals
  • Create Global capacity plans capturing In-house and partner requirements ensuring resourcing plans are aligned to demand forecasts and delivery of operational KPIs
  • Own the monthly engagement cycle with Global Service Delivery Directors across all markets and other support teams to agree resource plans / future spend
  • Provide accurate and meaningful Insight Into variations to forecast for both demand and supply, take proactive measures to adjust forecasts & resource plans where required
  • Research, develop and deploy new tools and processes to Improve forecast accuracy for existing and emerging channels
  • Take the lead for Planning on producing annual budget forecasts In conjunction with Finance providing cost variance analysis to explain movements throughout the year
  • Work in conjunction with outsource partners to ensure resources are optimised across sites and to drive efficient operational performance for all teams.
  • Work with broader planning teams to align across and accuracy in our planning
About You
  • Strong business acumen. The ability to relate Long Term Planning processes and objectives to broader business issues and vice versa.
  • Understand the details of your business plans and performance. Be able to explain variance to the plans and root cause and support back-to-green plans.
  • Excellent communication and engagement skills, ability to take complex information and simplify into stakeholder language
  • Excellent analytical and presentation skills. Can think systemically and precisely and distil complex information into a comprehensive and concise story
  • Broad working knowledge of WFM systems, tools, and processes with the ability to identify and implement best practices
  • Good decision-making capability, knows how to drive decision making in the organisation
  • 10+ years of experience in Contact Centre Planning or Operations with significant understanding of Forecasting & Capacity Planning
  • Ability to develop strong professional relationships and influence peers and senior leaders
  • Strong people focused leader passionate about people development and growth.
  • Highly proactive, willing to take ownership, requires limited oversight
eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent ebay com. We will make every effort to respond to your request for disability assistance as soon as possible.
Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.
Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here:
LI-Remote
eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent ebay com. We will make every effort to respond to your request for disability assistance as soon as possible. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.
For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement
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Skills Required

  • Planning
  • Analytical
  • Communication

People who have worked with eBay