StagePFE

[Recrutement ]Workforce Management Specialist


Description:

Are you an experienced professional with a proven track record in workforce management and successful planning capacity of service orientated teams?

As a Workforce Management Specialist your will be responsible for maintaining the centers (Contact Center/Manufacturing) capacity model to ensure that the center is resourced appropriately. In addition to you will be responsible for all aspects and components to scheduling and will ensure that the centers schedules align to the contact volume distribution and effectively plan for all off line activity

Your role will involve:    
  • Developing long term capacity plans and provide accurate work load predictions for annual budgeting and monthly planning
  • Providing short and long term forecasting and scheduling predictions for multiple lines of business in the contact center
  • Creating special forecasts for hypothetical scenarios to assist decision makers in new market launches and business initiatives
  • Optimizing Work Force Management process by coordinating advance workforce planning requirements for all areas within the Vistaprint Operations team to achieve established staffing and service levels.
  • Analysing key data to ensure that trends and exceptions are highlighted in a proactive manner.
  • Assisting  in the accuracy reporting of capacity and scheduling data by the use of various tools and models (Erlang c, real life data, simulation modeling)
  • Forecasting accuracy among key operational metrics reviewed weekly and creating models based on historical statistics to help guide future decisions.
  • activities.

Exigences de l'emploi:

In return you will bring:
  • A Bachelor’s degree; preferably in Business, Economics or Statistics.
  • At least 3 years of experience in a service oriented environment and a minimum of 2 years’ in of contact center operations management & workforce management methodologies and principles.
  • Sound analytical thinking with strong problem solving skills. 
  • High competency in influencing - to present alternatives, resolve conflict and assess and navigate through high-risk or crisis management situations resulting in win-win solutions.
  • Creative approach to problem solving and team collaboration and ability to achieve results through others in a positive fashion.
  • Highly results oriented and comfortable in a fast paces high stress production environment.

This is fantastic opportunity to work in a fast growing global organization and in an open and rewarding culture based on employee performance and potential.

Secteur d'activité:

Centres d'appels

Lieu:

Tunis




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