Workforce Management Planner Senior with English
Conectys
Lisbon, Portugal
há 6 dias

You come with :

  • Bachelor / Master degree;
  • Knowledge in the WFM theories and best practices and / or Data Management as indicated in the WFM Excel testing methodology and WFM Planner specialization exam;
  • Minimum 3 years experience fulfilling a WFM position;
  • English Language level C1.
  • Your day in Conectys :

  • You will prepare forecasts for call & non-call workloads and resources, monitoring drivers against business change & developing models to improve accuracy :
  • Short, mid and long-term Forecast
  • Interval Forecast (per 30 minutes or 15 minutes)
  • Normalize volume (remove anomalies and seasonality) to ensure that instances are taken out that should not be incorporated in the forecast;
  • Based on Contact Center trends, you will generate staffing requirements for Long Term, Hiring and Training and Short Term and consistently delivery of accurate staffing forecast;
  • You will provide recommendations for required HC based on forecasted volume or target hours, determines handling capacity;
  • You will plan and Schedule staff duties according to skill sets based on 15 minute or 30-minute intervals in order to ensure that resources meet forecasted business demand profiles and that Contact Management is staffed to be operationally effective on specific hours of operation.
  • This includes managing the production of schedules for those on Full time and Part Time contracts, ensuring that all legislative requirements are met, and that fair rotation of preferences is applied;
  • You will create and manages shift schedules and other activities for the employees handling contacts with the compliance of the Labor rules of each site supported.
  • You will present the Plan to internal Operations Leaders and open for revision if needed.
  • You will present, on request, to the client information about volumes, challenges, schedules and potential / applied changes.
  • You will track forecast to actual performance and uses data / information for the next forecasting cycle.
  • We come with :

  • An attractive salary;
  • Meal tickets, private medical insurance;
  • Opportunity to work with a dynamic team;
  • A professional work environment in a fast-growing company;
  • International career opportunities.
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