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WORKFORCE PLANNING SPECIALIST

 

On behalf of our prestigious multinational partner we are looking to recruit a Workforce Plannerwith fluent English. The planning and reporting specialist's mission is to support the Customer Relationship Centre to successfully meet its performance targets while optimizing the utilization of resources and produce the relevant indicators for all stakeholders to understand the CRC operations and to ensure Best in Class and sustainable Customer Satisfaction.

Responsibilities:

  • Build a reliable and detailed forecasts of contact volumes per type
  • Allocate the contacts in - between in-house and outsourcer
  • Conduct meetings with relevant departments regarding forecast and workload requirements
  • Schedule internal staff in order to meet quality targets while maximizing resources utilization and within the respect of HR and legal local requirements
  • Responsible for organizing workflow within the team and controlling adherence to time schedule
  • Optimize performance regarding real situation through:
  • Fine-tuning of the outsourced volumes
  • Real time adaptations to specific situations and priorities in-house
  • Constant monitoring of KPIs
  • Understand the need of operational/management team, translate into reports
  • Manage the use and update of telephony and workforce management softwares
  • Coordinate promotions and their condition with sister departments
  • Report adapted figures including workload trends, staffing requirements and key performance results to the different parties to build recommendations
  • Manage and report Dashboard in cooperation with outsourcer (volumes, sales, quality and SLA's)

Requirements:

  • University Degree or equivalent with specialization in Commercial
  • 1-2 years of professional experience in workforce management / group planning / demand planning / production planning
  • Solid understanding of the overall end-to-end processes and on Customer Relationships
  • Analytical skills (good with numbers, identify problems, trends and suggest solutions)
  • Experience in IT environment
  • Strong problem solving and decision-making skills and service orientation
  • Good Communication skills