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We are looking for a WFM Manager tocreate future demand (requirements) and ensure there is adequate supply (staffing) to meet the same.
As a WFM Manager your daily responsibilities will include:
- Capacity Plan: Review of the Capacity Plan sent monthly by the client. Plan accordingly to meet the necessary FTE & Production Hours. Weekly review to ensure all assumptions are taken in to account in order to meet the production hours accuracy.
- Recruitment/Hiring Plan: Work closely with recruitment and Operations in order to develop and plan all the recruitment needs until EoY.
- Shrinkage: Plan of Internal and External shrinkage by reviewing %s WoW so we can meet the targets for production and productive hours.
- Training Plan: Constant communication with the training department as we're looking into creating new hire classes or inside movements such as upskills.
- Business Reviews with the client: WBR and MBR with the client to review all WFM results.
- Absenteeism & Attrition: Ownership of Absenteeism and Attrition in terms of results and projections, while working with the Operations as they are accountable.
- Scheduling Manager: Managing the Scheduling team by having weekly 121 and giving any necessary support to the team. Weekly Scheduling calls with the client to review
- Interval Staffing results and look ahead in terms of forecasting.
To succeed in the role, you will need to have:
- Native or proficientEnglish(mandatory)
- Other European language will be a plus
- Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook.
- SQL/VBA macros an asset
- Experience with IEX, CMS, Avaya, IEX is an asset
- Must hold EU citizenship or valid work permit for Portugal
- Be a local candidate or willing to relocate to Portugal
Education and experience
- Ideally higher or University education with a technical background (mathematical or statistical course desirable)
- Experience in managing projects
- Experience in the analysis of data and presentation of business recommendations.
- Experience in Workforce management
- Experience of work in a call center is desirable.
- Experience in the technology industries is desirable.
Specific Requirements (when necessary)
- Availability to travel
- Competitive wages
- Paid professional training
- Private healthcare & dental insurance (after six months of employment)
- Growth opportunities through various development programs
- Fun and engaging company-wide initiatives, including our EverBetter wellness program
- Job stability
- Life-long skills and experience
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Job Segment: Call Center Manager, Call Center Supervisor, Database, SQL, Supply, Customer Service, Operations, Technology
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