Come and work with us.
We are looking for a talented and accomplished WFM Planner to join our team.
As a Planner, your daily responsibilities will include:
1. Normalize the historical data by Identifying and removing the outliers
2. Break the Forecast into Day of Week pattern
3. Calculate the workload /FTE / headcount requirement by incorporating the assumption targets for AHT, Occupancy, Shrinkages, Scheduling Loss, etc.
4. Calculate the variance between the required and net effective headcount
5. Identify the requirement of the future weeks and project new hire batches accordingly
6. Consider the training and hiring throughput
7. Update the AHT/Productivity glide path with recent historical data
8. Calculate the proficiency of KPIs every week separately
9. Update the historical values for comparison
10. Identify the constraints impacting cost and revenue opportunities
11. Initiate a weekly review mechanism with Internal/external clients
To succeed in the role, you will need to have:
12. WFM experience as a Planner/Forecaster (preferred)
13. Native or proficient level of English
14. Native or proficient level of Portuguese
15. Flexible, creative problem-solving, anticipates changes, and welcomes challenges
16. Expertise in the Erlang Model
17. Strong computer skills that include proficiency in MS Office suite, particularly Excel.
18. Advanced knowledge of scheduling tools like IEX
19. Previous experience in a dynamic, fast-changing call center environment is required.
20. Proven analytical skills and ability to communicate with various management levels
21. Must be able to communicate clearly and effectively with all levels within the organization.
22. Knowledge of various Call Center Reporting Systems
23. Must hold EU citizenship or a valid work permit for Portugal
24. Be a local candidate or willing to relocate to Porto, Portugal
Benefits.
25. Competitive wages
26. Paid professional training
27. Employee discounts
28. Private healthcare & dental insurance (after six months of employment)
29. Growth opportunities through various development programs
30. Fun and engaging company-wide initiatives, including our EverBetter wellness program
31. Job stability
32. Life-long skills and experience
33. Excellent work culture
Go further with Foundever
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.