Informacje o stanowisku

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Responsibilities:

• Based on Contact Center trends, generate staffing requirements for long/short term hiring and training, and consistently deliver accurate staffing forecasts.
• Provide recommendations for required headcount (HC) based on forecasted volume or target hours, and determine handling capacity.
• Create and manage shift schedules and other activities for the employees, ensuring that all legislative requirements are met and that a fair rotation of preferences is applied.
• Present the plan to internal Operations Leaders.
• Present, on request, to the client information about volumes, challenges, schedules, and potential/applied changes.
• Track forecast to actual performance and use data/information for the next forecasting cycle.

What will make you successful for the role:

• University degree.
• A B2 level of English (both written & spoken).
• Minimum 1-year experience fulfilling a Workforce Management (WFM) position.
• Knowledge of the WFM and/or Data Management theories & best practices.
• Excellent command of Microsoft Office tools (especially Excel).
• Analytical, structured thinking.

Sounds good? Find out what you can get:

• Competitive salary package & meal vouchers.
• The opportunity to work in a multi-cultural environment.
• Private medical insurance.
• Flexible working schedule & work from home possibilities.

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