ITALIAN PLANNER - LISBON - PORTUGAL

Settore
Comunicazioni e telecomunicazioni

Contratto
Tempo indeterminato

Titolo richiesto
Corso di laurea

Scadenza
10/02/25

Sede
Lisbon - Portugal
Italian Planner - Lisbon - Portugal
Global leader in the customer experience (CX) industry, dedicated to transforming the way brands connect with their customers. With 150,000 people working across the globe, we securely connect brands with their customers 9 million times daily in +60 languages. We provide outsourced sales, technical support and customer service for large companies.
Full time
We are looking for an Italian Planner to create future demand (requirements) and ensure there is adequate supply (staffing) to meet the same.
As a WFM Planner your daily responsibilities will include:
- Capacity Plan: Review of the Capacity Plan sent monthly by the client.
- Plan accordingly to meet the necessary FTE & Production Hours. Weekly review to ensure all assumptions are taken in to account in order to meet the production hours accuracy.
- Recruitment/Hiring Plan: Work closely with recruitment and Operations in order to develop and plan all the recruitment needs until EoY.
- Shrinkage: Plan of Internal and External shrinkage by reviewing %s WoW so we can meet the targets for production and productive hours.
- Training Plan: Constant communication with the training department as we’re looking into creating new hire classes or inside movements such as upskills.
- Business Reviews with the client: WBR and MBR with the client to review all WFM results.
- Absenteeism & Attrition: Ownership of Absenteeism and Attrition in terms of results and projections, while working with the Operations as they are accountable.
- Scheduling Manager: Managing the Scheduling team by having weekly 121 and giving any necessary support to the team. Weekly Scheduling calls with the client to review
- Interval Staffing results and look ahead in terms of forecasting.
BENEFITS: Competitive wages - Paid professional training - Employee discounts - Private healthcare & dental insurance (after six months of employment) - Growth opportunities through various development programs
Hybrid Working Model – Santos, Lisbon
Corsi di laurea richiesti:
- Economia aziendale
- Native or proficient Italian (mandatory)
- Advanced level of English (at least C1) both verbal and written
- Other European language will be a plus
- Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook.
- SQL/VBA macros an asset
- Experience with IEX, CMS, Avaya, IEX is an asset
- Experience in managing projects
- Experience in the analysis of data and presentation of business recommendations.
- Experience in Workforce management
- Experience of work in a call center is desirable.
- Experience in the technology industries is desirable.