Aktualne oferty pracy związane z Operational Resource Planner - Gdańsk, Pomerania - TN Poland
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Supply Chain Planner
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Senior Network Engineer
7 dni temu
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Operational Resource Planner
1 tydzień temu
This role is focused on proactively identifying staffing utilisation opportunities to deliver a comprehensive plan for meeting service performance objectives across CC locations. It involves collecting and analysing historical staffing data, forecasting and planning staffing metrics and requirements to ensure all service level objectives are achieved at the lowest cost.
Main Responsibilities- Proactively identify and address potential resource allocation issues to meet customer experience targets.
- Analyse historical data and business intelligence to inform strategic workforce planning decisions.
- Develop and implement IDPs (Intra Day performance) used by real-time functions.
- Monitor and improve process efficiency within the WFM Scheduling team.
- Provide expert advice and guidance to users of WFM modules.
- Support the design and deployment of WFM module training in operational locations.
- Minimum 3 years' experience 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 data analysis skills with high attention to detail.
- Highly numerate with ability to manipulate numerical data.
- 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.
- Flexible working hours between 7-9 am and 8 hours respectively.
- Hybrid work model with 3 days office and 2 days remote.
