Workforce Management Planner
3 tygodni temu
Workforce Management Planner
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.
Main Responsibilities:
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.
Qualifications & Skills:
Minimum 3 years experience of working in an analytical or planning role within a contact centre environment.
Strong working knowledge of resource management and planning methodologies within a contact centre environment
Excellent knowledge of MS Office Excel
Excellent data analysis skills – with high level of attention to detail
Highly numerate with real ability to manipulate numerical data
Ability to identify improvement area, trends and make recommendations
Proactive and self-motivated work style with proven ability to manage multiple demands on time and changing priorities
Ability to work under pressure and sense of urgency to work in a deadline driven environment
High level of interpersonal and influencing skills
Strong team player, with a focus on continuous improvement
Fluent English
Benefits:
Sharing the costs of sports activities
Sharing the costs of foreign language classes and professional training
Private medical care
Life insurance
Holiday funds
Christmas gifts
What we offer:
Flexible working time (we start between 7-9 and work 8 hours respectively)
Hybrid work (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
You will work in hybrid work model in Gdansk, Poland
If the above job description interests you and you think you are a good fit, apply now We look forward to receiving your application.
#LI-Hybrid
#LI-AW1
#Lyreco-Group
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