2023-08-23 14:48:55
2023-02-22 15:26:08

Sr. WFM Specialist

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Job Description

  • Forecasting, Staff Planning, Capacity Reviews, Vacation Planning, Schedule adherence, to secure the full optimization of the current and future manpower
  • Improve and manage key metrics with workforce management goals - Aux Usage and Utilization, Service Level Management, Schedule Adherence/Compliance
  • Ensure that site capacity plans are in aligned with the approved business growth and that the headcount is properly utilized
  • Evaluate actual volume arrival, average handle time and other actual trends to generate a staffing analysis
  • Participate in all internal call, client calls and any scheduling and forecasting reviews to represent the WFM Planning team

Requirements

  • At least 3 years of work experience in WFM within the same industry (with progressive supervision role a plus)
  • At least 2 years of work experience in NICE IEX or similar scheduling software (IEX preferred)
  • Good knowledge on Estonian labor law
  • Working knowledge on Microsoft Office applications and in-depth knowledge of Excel
  • Working knowledge on Tableau reporting - a plus
  • Ability to work with minimal guidance or supervision

Company offers

  • Very competitive salary
  • Attractive performance incentives