Workforce Management Planner

• Proactively identify staffing utilisation opportunities and take appropriate action necessary to deliver a comprehensive plan for meeting service performance objectives across CC locations
• Collect and analyse historical staffing data to ensure emerging trends are captured.
• Using historical data and business intelligence forecast and plan staffing metrics and requirements to ensure all service level objectives are achieved at lowest cost.
• Create IDPs (Intra Day performance) used by real time function.
• Analyse performance data in order to identify improvement opportunities and implement improvement strategies.
• Identifies, resolves and escalates volume, staffing and system concerns in a timely manner.
• Regularly review staff planning models, WFM methodologies and staffing recommendations and rationale with key business partners within Customer Care Operations
• Proactively identify and drive process improvement opportunities within the WFM Scheduling team.
• Act as SME (Subject Matter Expert) for all users of WFM modules.
• Provide alternative recommendations when requests from operations team will negatively impact Customer Care impact performance.
• Support the design and deployment of WFM module training, as required in operational locations.

• sharing the costs of sports activities
• private medical care
• sharing the costs of foreign language classes
• sharing the costs of professional training & courses
• life insurance
• flexible working time
• holiday funds
• christmas gifts
• employee referral program

The WFM Planner role involves planning, forecasting, and scheduling staffing needs for Customer Care, ensuring efficient service performance.

Responsibilities include making scheduling recommendations, managing non-work events, and providing weekly intra-day planning. The role requires proactive identification of staffing opportunities and delivering plans to meet service objectives across locations.

Key requirements include analytical skills, proactive problem-solving, and strong communication abilities.