Workforce Management Planner
We are seeking a talented and accomplished Workforce Management (WFM) planner to join our team. As a key member of the WFM function, you will play a vital role in optimizing our contact center operations.
* Normalize historical data by identifying and removing outliers
* Break forecast into day-of-week pattern
* Calculate workload/FTE/headcount requirement by incorporating assumption targets for Average Handling Time (AHT), occupancy, shrinkages, scheduling loss, etc.
* Calculate variance between required and net effective headcount
* Identify requirements for future weeks and project new hire batches accordingly
* Consider training and hiring throughput
* Update AHT/productivity glide path with recent historical data
* Calculate proficiency of Key Performance Indicators (KPIs) every week separately
* Update historical values for comparison
* Identify constraints impacting cost and revenue opportunities
To succeed in this role, you will need to possess:
1. Experience as a WFM planner/forecaster (preferred)
2. Proficient level of English
3. Flexible, creative problem-solving skills
4. Expertise in Erlang Model
5. Strong computer skills, including proficiency in MS Office suite, particularly Excel
6. Advanced knowledge of scheduling tools like IEX
7. Previous experience in dynamic, fast-changing call center environment
8. Proven analytical skills and ability to communicate with various management levels
9. Must be able to communicate clearly and effectively with all levels within the organization
10. Knowledge of various Call Center Reporting Systems
11. Must hold EU citizenship or valid work permit for Portugal
12. Be local candidate or willing to relocate to Porto, Portugal