Workforce Management Planner

2 tygodni temu

Gdańsk, Pomerania, Polska Lyreco Group Pełny etat
Workforce Management PlannerThe 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.Main Responsibilities:
  • Proactively identify staffing utilisation opportunities and deliver a comprehensive plan for meeting service performance objectives across CC locations
  • Collect and analyse historical staffing data to capture emerging trends
  • Forecast and plan staffing metrics and requirements using historical data and business intelligence
  • Create IDPs (Intra-Day Performance) for real-time function
  • Analyse performance data to identify improvement opportunities and implement strategies
  • Identify, resolve, and escalate volume, staffing, and system concerns promptly
  • Regularly review staff planning models, methodologies, and recommendations with key business partners within Customer Care Operations
  • Drive process improvement opportunities within the WFM Scheduling team
  • Act as Subject Matter Expert for all users of WFM modules
  • Provide alternative recommendations to maintain Customer Care performance
  • Support the design and deployment of WFM module training in operational locations
Qualifications & Skills:
  • Minimum 3 years of analytical or planning experience in a contact centre environment
  • Strong working knowledge of resource management and planning methodologies in a contact centre setting
  • Excellent proficiency in MS Office Excel
  • Highly skilled in data analysis with attention to detail
  • Numerically adept in manipulating data
  • Ability to identify trends, areas for improvement, and make recommendations
  • Proactive and self-motivated with the ability to manage multiple demands and changing priorities
  • Comfortable working under pressure in deadline-driven environments
  • Strong interpersonal and influencing skills
  • Team player focused on continuous improvement
  • Fluency in English
Benefits:
  • Shared costs for sports activities
  • Shared costs for foreign language classes and professional training
  • Private medical care
  • Life insurance
  • Holiday funds
  • Christmas gifts
What we offer:
  • Flexible working hours (starting between 7-9 and working 8 hours respectively)
  • Hybrid work model (3 days office, 2 days remote)
Reasons to join LYRECO:
  • A full-time job in a dynamic, passionate, international team
  • Competitive salary
  • Modern office in Olivia Business area
  • Hybrid work model located in Gdansk, Poland

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