WFM Manager - Remote, Portugal Porto

WFM Manager - Remote, Portugal
Porto
Porto, Porto District, Portugal

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We are looking for a WFM Manager

to create future demand (requirements) and ensure there is adequate supply (staffing) to meet the same.

As a WFM Manager, your daily responsibilities will include:

1. 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 considered to meet production hours accurately.
2. Recruitment/Hiring Plan: Work closely with recruitment and Operations to develop and plan all recruitment needs until Eo
   Y.
3. Shrinkage: Plan internal and external shrinkage by reviewing %s Wo
   W to meet targets for production and productive hours.
4. Training Plan: Maintain constant communication with the training department to create new hire classes or facilitate inside movements such as upskills.
5. Business Reviews with the client: Conduct WBR and MBR meetings to review all WFM results.
6. Absenteeism & Attrition: Own the results and projections for absenteeism and attrition, collaborating with Operations who are accountable.
7. Scheduling Manager: Manage the Scheduling team with weekly 1-on-1 meetings and provide necessary support. Conduct weekly scheduling calls with the client to review results.
8. Interval Staffing: Monitor staffing results and forecast future needs.

To succeed in this role, you will need:

• Native or proficient English (mandatory)
• Knowledge of other European languages is a plus
• Advanced MS Excel skills (including formulas), along with Word, Power
  Point, and Outlook
• SQL/VBA macros experience is an asset
• Experience with IEX, CMS, Avaya is an asset
• Must hold EU citizenship or a valid work permit for Portugal
• Be a local candidate or willing to relocate to Portugal

Education and Experience

• Higher or university education with a technical background (mathematical or statistical courses are desirable)
• Experience managing projects
• Experience analyzing data and presenting business recommendations
• Experience in Workforce Management
• Experience in a call center environment is desirable
• Experience in the technology industry is desirable

Specific Requirements (when necessary):

• Availability to travel
• Competitive wages
• Paid professional training
• Private healthcare & dental insurance (after six months)
• Growth opportunities through various development programs
• Company-wide initiatives, including the Ever
  Better wellness program
• Job stability
• Life-long skills and experience

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