Planner - Porto, Portugal Oliveira do Douro

Planner - Porto, Portugal
Porto
Oliveira do Douro, Porto, Portugal

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:

• 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

To succeed in the role, you will need to have:

• WFM experience as a Planner/Forecaster (preferred)
• Native or proficient level of English
• Native or proficient level of Portuguese
• Flexible, creative
  - 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,
  - 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
• Must hold EU citizenship or a valid work permit for Portugal
• Be a local candidate or willing to relocate to Porto, Portugal