Planner - Portugal
Foundever
Data: há 1 dia
Cidade: Lisboa, Lisboa
Tipo de contrato: Tempo total
Come and work with us.
We are looking for a talented and accomplished WFM Planner to join our team.
As a Planner, Your Daily Responsibilities Will Include
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
Apply today!
We are looking for a talented and accomplished WFM Planner to join our team.
As a Planner, Your Daily Responsibilities Will Include
- Normalize the historical data by Identifying and removing the outliers
- Break the Forecast into Day of Week pattern
- Calculate the workload /FTE / headcount requirement by incorporating the assumption targets for AHT, Occupancy, Shrinkages, Scheduling Loss, etc.
- Calculate the variance between the required and net effective headcount
- Identify the requirement of the future weeks and project new hire batches accordingly
- Consider the training and hiring throughput
- Update the AHT/Productivity glide path with recent historical data
- Calculate the proficiency of KPIs every week separately
- Update the historical values for comparison
- Identify the constraints impacting cost and revenue opportunities
- Initiate a weekly review mechanism with Internal/external clients
- WFM experience as a Planner/Forecaster (preferred)
- Native or proficient level of English
- Native or proficient level of Portuguese
- Flexible, creative problem-solving, anticipates changes, and welcomes challenges
- Expertise in the Erlang Model
- Strong computer skills that include proficiency in MS Office suite, particularly Excel.
- Advanced knowledge of scheduling tools like IEX
- Previous experience in a dynamic, fast-changing call center environment is required.
- Proven analytical skills and ability to communicate with various management levels
- Must be able to communicate clearly and effectively with all levels within the organization.
- Knowledge of various Call Center Reporting Systems
- Availability to work Monday to Friday from 9 AM to 6 PM
- Must hold EU citizenship or a valid work permit for Portugal
- Be a local candidate or willing to relocate to Portugal
- Availability to work 100% in our Lisbon or Porto office
- Competitive wages
- Paid professional training
- Employee discounts
- Private healthcare & dental insurance (after six months of employment)
- Growth opportunities through various development programs
- Fun and engaging company-wide initiatives, including our EverBetter wellness program
- Job stability
- Life-long skills and experience
- Excellent work culture
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
Apply today!
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