Workforce Planner - Thessaloniki

Position: Workforce Planner

Location: Thessaloniki Greece

Work Model: Onsite

Employment type: Fulltime

DUTIES AND RESPONSIBILITIES:

• Ensure staff optimization by ensuring adequate resources to meet demand and resolving concerns related to schedule adherence service levels absenteeism and other efficiency metrics
• Prepare for voice and nonvoice volume seat occupancy average handle time and other factors measuring productivity and campaign performance
• Align with multiple programs to optimize employee productivity and coordinate with training and talent acquisition for staffing forecasts and needs
• Collaborate with IT to customize information systems for supervising fiscal activities within the team
• Monitor the accuracy of billing procedures for all clients within the site and identify strategies to improve campaign processes and profitability
• Gather relevant data related to forecasting and calculation of program requirements for capacity planning and scheduling
• Maintain a roster of staff with accurate employee details including availability preferences and skills
• Publish over/under snapshots and create action plans to address staffing gaps or minimize overages
• Input data into the online capacity plan tool and ensure the seating plan meets operational needs.

REQUIREMENTS:

• BPO Operations background with at least 2 years of experience in Workforce Planning preferably with expertise in Forecasting Planning and Scheduling and RealTime Management
• Fluent in English both verbal and written
• High attention to detail good analytical skills and strong numerical literacy
• Thorough understanding of WFM efficiency metrics and highly organized
• Proficiency in MS Word MS Excel MS PowerPoint and other database generating applications. Knowledge of Google Suites is a plus
• Effective communication skills with all levels of management
• Proactive decisionmaking and problemsolving abilities
• Ability to read trends and project future forecasts utilize WFM centralized tools and ensure regular maintenance of the database
• Working schedule: shift rotation within following hours 09 AM 12 AM (midnight). 40 hours a week.

OFFER:

• Excellent remuneration package based on experience skills and performance
• Indefinite contract
  
• Transportation allowance meal allowance health insurance & 1day birthday leave after 1 year of tenure
• An inclusive environment with a positive impact on the community.
  
• Encouragement of internal mobility and professional growth at all career stages
• And many others!