An exciting opportunity has arisen for a Workforce Planner to join a leading company in the travel industry. This role is crucial for the successful execution of community support operations, producing resource requirements levels for various business units, segments and tiers. The successful candidate will be an experienced scheduling analyst with strong multi-partner scheduling skills and experience.
Location: Dublin/hybrid
Contract: agency temporary contract
Duration: until end of March 2025
Ref number: BBBH 25171
Responsibilities
- Producing and managing scheduling requirements for multiple partners over multiple tiers and channels
- Partnering with stakeholder teams within CS to ensure WFP are providing the best possible requirements and management of partner resources to service our Community
- Providing analysis and recommendations to improve staffing levels and efficiency
- Understanding reasons for forecast variance and recommending changes to enhance forecast accuracy and effectiveness
- Managing, building and tracking/reporting schedule demand for multiple partner sites with multiple channels and languages across a shared queue environment
- Analysing and reporting historical data, trends and performance data to identify opportunities to operate more effectively and efficiently
- Effectively communicating across the broader company team and our outsource partners, including preparing performance reporting and the delivery of them at WBR/MBR and QBR’s
Must Have Skills
- 3+ years in a similar role with relevant experience
- Previous experience with WFM tools, with NICE WFM preferred
- Well-developed problem-solving and analytical skills with attention to detail
- Ability to effectively communicate complex information clearly to a non WFM/technical audience
- Ability to learn & manage multiple technical systems
- Ability to process large amounts of complex raw data and present in a comprehensible fashion
- Previous experience with ACD reporting and administration experience desired
- Able to travel to other offices nationally and internationally on occasion
Still interested in this opportunity?
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