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Workforce Planning Strategist
1 tydzień temu
Job Description
The Workforce Planning Analyst role involves planning, forecasting, and scheduling staffing needs for Customer Care, ensuring efficient service performance. This position requires a proactive approach to identify opportunities for improving staffing utilisation and delivering comprehensive plans that meet service level objectives across CC locations.
Main Responsibilities:
- Collect and analyse historical staffing data to ensure emerging trends are captured and used to inform future forecasting.
- Using historical data and business intelligence forecast and plan staffing metrics and requirements to ensure all service level objectives are achieved at the lowest possible cost.
- Analyse performance data in order to identify improvement opportunities and implement strategies to enhance service delivery.
- Provide alternative recommendations when requests from operations teams will negatively impact Customer Care performance.
- Support the design and deployment of WFM module training as required in operational locations.
Qualifications & Skills:
- Excellent knowledge of MS Office Excel and ability to manipulate numerical data.
- Highly numerate with real ability to identify improvement areas, 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 in English.
- Understanding of BPO/Contact Centre environment would be an advantage.
What We Offer
- Flexible working time (we start between 7-9 am and work 8 hours respectively).
- Hybrid work arrangement (3 days office, 2 days remote).
