Workforce Specialist

Webhelp is looking for a talented Workforce Specialist to become part of our international well-known contact center team.

As Workforce Specialist your goal is to support company’s assignments from workforce management point of view. Your focus is on organization, efficiency and analysis of key performance indicators. You are proactively identifying challenges and coming up with solutions to contribute to improvements from a staffing perspective. You will have great and supportive colleagues across multiple countries and offices.

Responsibilities and tasks:

• Ability to make a schedule that meets contractual requirements and helps to improve employee satisfaction index, attrition and absenteeism.
• Coordinate staffing by labor law and collective agreements.
• Systematic and continuous close communication and cooperation with internal management regarding operations needs when scheduling.
• Provide the production with trend measurement and analysis covering all areas related to adherence/service level/productivity.
• Forecast inbound volumes for all assigned Lines of Business where it applies.
• Involved in establishing recruitment requirements both long and short term.
• Other areas that support achievement of business goals with-in workforce management field, including but not limited to annual holiday planning, assisting account management with budget planning regards to forecasts.

• Very good communication skills (both written and verbal) in English;
• Experienced MS Excel user;
• Accurate & able to follow procedures, guidelines to the point;
• Flexible and takes responsibility;
• Outstanding time management and multitasking skills;
• Proactive and able to follow through to ensure desired results;
• Can handle stress well;
• Experience of WFM tools such as Teleopti and previous work experience in contact center environment is a benefit.

•

• A base salary ranging from €1300 EUR gross per month;
• Expenses subsidy (phone, internet, parking, sports, etc.) of €60 net per month;
• Private health insurance (in addition to Haigekassa);
• International work environment (Webhelp employs 60,000 people all over the world), with many (also international) opportunities for professional and personal growth;
• Convenient office in Tallinn city center;
• Ability to develop contact center business knowledge;
• Bonus based on delivered results and additional recognition;
• Great team of colleagues and excellent working atmosphere.

Additional information

• The job is in Tallinn.
• Please send your CV with covering letter in English

We thank all applicants, but only successful candidates will be contacted.