Workforce Management Professional Wanted
We are seeking a highly skilled and accomplished Workforce Management (WFM) professional to join our team.
This role requires exceptional analytical and problem-solving skills, with the ability to effectively communicate complex ideas to various management levels.
* Normalize historical data by identifying and removing outliers
* Break forecasts into day-of-week patterns
* Calculate workload/FTE/headcount requirements, incorporating assumption targets for Average Handle Time (AHT), Occupancy, Shrinkages, Scheduling Loss, etc.
* Identify future week requirements and project new hire batches accordingly
* Consider training and hiring throughput
* Update AHT/Productivity glide paths with recent historical data
* Calculate weekly KPI proficiency separately
* Update historical values for comparison
* Identify constraints impacting cost and revenue opportunities
* Initiate a weekly review mechanism with internal/external clients
To succeed in this role, you will need:
* WFM experience as a planner/forecaster (preferred)
* Native or proficient English language skills
* Flexible and creative problem-solving abilities
* Expertise in the Erlang Model
* Strong computer skills, including MS Office suite proficiency, particularly Excel
* Advanced knowledge of scheduling tools like IEX
* Previous experience in dynamic, fast-changing call center environments
* Proven analytical skills and ability to communicate effectively with various management levels
* Must be able to communicate clearly and effectively within the organization
* Knowledge of various Call Center Reporting Systems
* EU citizenship or valid work permit for Portugal
* Local candidate or willing to relocate to Porto, Portugal
Benefits Package
* Competitive compensation
* Paid professional training
* Employee discounts
* Private healthcare & dental insurance (after six months of employment)
* Growth opportunities through development programs
* Fun and engaging company-wide initiatives
* Job stability
* Life-long skills and experience
* Excellent work culture
Join Our Team
We believe in creating memorable associate experiences. Here, you can improve your quality of life and grow your career.