Workforce Management Advisor
5d ago
source : Shine
  • Own employee scheduling and Paid-Time-Off planning in line with demand- & Service Level Target requirements
  • Drive Service Level attainment by facilitating a risk outlook & mitigation planning process
  • Create contact volume forecasts & Day of Week- & Intraday FTE requirements
  • Perform risk analysis & create recommendations to operational leadership teams
  • Coordinating emergency recovery (Business Contingency Management)
  • Support business optimization with What-If scenarios
  • Create strong relationships with your business partners and (Remote-) team members
  • Essential Requirements & Competencies

  • Min. 3 years experience in Contact Center Workforce Management & Scheduling is required
  • Experience with Aspect eWFM or similar Workforce Management Software is essential
  • Must have Fluent English communication & presentation skills
  • Experience in creating Forecasting & Staffing requirements driving cost optimization in a multi-channel contact center environment
  • Dealing with ambiguity & confidence in presence of senior leadership
  • Desired Competencies

  • Advanced MS Excel skills and a general data driven mindset are desired
  • Basic understanding of Avaya Telecom systems
  • Six Sigma (BPI) skills are desired
  • Critical Thinking is desired, you reflect from different angles and provide creative recommendations
  • Ability to make it easy for business partners and team members to connect to and who is actively contributing to team results-
  • and innovative transformation initiatives

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