Workforce Planning Expert

4 dni temu


Gdańsk, Pomerania, Polska Lyreco Pełny etat

Job Description:

  • As a Workforce Planning Expert, you will play a crucial role in ensuring the efficient operation of our Customer Care operations. You will be responsible for planning, forecasting, and scheduling staffing needs to meet service performance objectives.
  • Your primary goal will be to identify opportunities for improving utilisation and implementing strategies to deliver comprehensive plans that achieve these objectives at the lowest cost.

Main Responsibilities:

  1. Proactively analyse historical staffing data to capture emerging trends and make informed decisions about future resource allocation.
  2. Using business intelligence, forecast and plan staffing metrics and requirements to ensure all service level objectives are met.
  3. Create Intra Day Performance (IDP) plans used by real-time functions to optimise resource allocation.
  4. Analyse performance data to identify areas for improvement and implement strategies to increase efficiency.
  5. Provide alternative recommendations when operational requests may impact customer care performance.
  6. Support the design and deployment of WFM module training as required in operational locations.

Key Skills & Qualifications:

  • Excellent knowledge of MS Office Excel.
  • High-level data analysis skills with attention to detail.
  • Ability to manipulate numerical data and identify improvement areas, trends, and make recommendations.
  • Proactive and self-motivated work style with ability to manage multiple demands on time and changing priorities.
  • Strong interpersonal and influencing skills with a focus on continuous improvement.
  • Fluent in English with understanding of BPO/Contact Centre environment a plus.


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