Responsible for Customer Care volume forecasting and sizing process.+ Prepares and distributes forecast of all Care interactions + Provides inputs to inhouse teams required for staffing and shift planning + Controls and fact-checks sizing process with vendors to assure SLA fulfillment as well as correct invoiced FTEs+ Runs analysis on historical care data (volume, distribution, peaks, etc)+ Act as a counterpart for vendors and inhouse Care teams for forecasting, volume analysis, and staffing/sizing + Analyzes and requests changes to existing operational reports in Care in order to assure full coverage of forecast + Runs month-to-month rolling forecast and AHT review + Collects inputs from other teams and departments and incorporates them to forecast process + Develop and maintain the right skills and competencies within the area of responsibility + Collaborate with the Customer Care Management team and cross-functionally to improve customer experience

Responsible for internal and external resource planning methodology across Fortuna Entertainment Group.+ Responsible for the capacity planning process with proactive approach and decision making around resource cost efficiency+ Following current trends in Planning area and brings improvements to current processes in the Group+ Provides regular plans and reports, participates on budget process and forecasts+ Analyzing historical data, follow-up and improvement of current capacity data structure+ Supporting activities aiming to improve regular planning and re-structuring capacities+ Ensuring operational efficiency within FEG TOM (Target Operating Model)+ Recommends roles, skills or positions that are required for the future development of the Group to fulfill company strategy+ Coordinates preparation of monthly overviews + Close cooperation with local HR in each country+ Performs ad-hoc analyses in capacity planning area

+ Create and review daily/weekly/monthly forecasts+ Coordination of workflow with internal sites and outsource partners+ Liaise with each site to ensure forecasts are provided based on contractual guidelines+ Present monthly capacity planning inputs and updates to business owners+ Provide FTE need estimates and hiring plans for internal and outsource partners centers+ Provide monthly training requirements/plans and other off-phone activity coordination+ Consult department managers regarding capacity adjustments (multi-site)+ Oversee schedule change process

Responsibility for running and planning of multi-site production: + Volume forecasting to predict future needs for staffing+ Close cooperation with management and FIN dpt during budget process+ Preperation and planning of Short and mid term workload + Historical reporting for clients, inputs for invoicing, suggestion and design of regular reports+ Design and follow-up of routing strategies in Genesys environment / including BO tasks + Office space planning / seating organization+ Remote management of subcontractors handling shared and unique activities - Forecasting, call distribution strategies, workload planning cooperation and consolidation management+ Managing team of four specialists taking care of day-to-day operations (shift supervisors as per my previous role)+ Definition of ad-hoc reporting solutions for various activities for other departments (quality control, finance efficiency, attendance...) + Ad-hoc efficiency analysis and suggestions for process improvements+ EXCEL help-desk and troubleshooting, tailor made excel trainings for basic and intermediate colleagues

Responsible for day-to-day operations at Prague site + Operational shift leading + real time management of over 150 advisors on shifts, with multiple skills and languages + Flow management + KPI prioritization and real-time adjustments to ensure target fulfillment + Historical reporting + Preparation and presentation of reports + Shift planning - including creation of own shift planning tools in Excel + Office space planning / seating organization

+ 2007-2008 | Air France compensation department | Lost luggage claims+ 2006-2007 | Call center support

+ Proactive B2B support for Intergram - Official Copyright tax collector since 2001 + Proactive consulting with owners and top managers of small enterprises throughout Czech Republic