Tactical Planning Analyst

Overview

Working at “QVC Group” means joining a live social shopping company with incredible teams, ambitious projects and amazing careers. “QVC Group, Inc.” is a Fortune 500 company with six leading retail brands – “QVC®, HSN®, Ballard Designs®, Frontgate®, Garnet Hill®” and “Grandin Road”. Your Opportunity, Your Team

The Tactical Planning Analyst supports QVC Italy and has the responsibility to manage workforce service level across multi-channel contacts, analysing and co-ordinating Contact Centre resources in day management in collaboration 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. Furthermore, the Tactical Planning Analyst will take an analytical view providing solutions that remove risk to cost or service level objectives.

Where You'll Work

• This 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).
• This is a full time – permanent contract.
• This role requires availability from Monday to Sunday (9:00-18:00) with 2 rests per week.

What You'll Do

Reporting to the Planning Manager you will:

• Recognize the day’s trends in terms of KPIs and volume needs by processing corrections to the Call Center's original Forecast.
• Manage network traffic and contact queues, ensuring the Contact Centre achieves required service levels on an intraday basis.
• Manage multiple activities related to Reporting / Performance Review and forecast analysis.

What You'll Bring

• Ideally 6-12 months of work experience in a Contact Center department (Staff Operations team).
• High school diploma, professional degree or associate degree (Statistics or Economics will be a plus).
• Advanced knowledge of Excel is required for forecasting and analysis (including Macro Visual Basic).
• This 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.
• Excellent time management and ability to work in a dynamic environment with strict deadlines.

INDIT

Total Rewards

Our 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.