Workforce Planner 100% (M/F) [241-000789-1]




Detalhe da Oferta:


Adecco Human Resources is currently searching and hiring, through it's Shared Service Center Recruitment team, English speakers for a role of Workforce Planner 100% (M/F) for it's international telecommunications client.

As a Workforce Planner you will be:
Responsible for customer contact volume forecasting, planning of capacities to treat our customers and internal shift planning.

The role of the "Planner" is the generation of shift schedules for the internal agents.

Descrição/Funções:
Functions:

. Administration and Business Ownership of the Workforce Management planning tool (IEX, NICE)
. Shift planning of internal staff
. Maintenance and improvement of shift plan models based on changing demand to optimize the staff occupancy and reach accessibility and service level targets most efficiently.
. User administration (cross-unit updating of all agent movements such as entries, leavers, changes of agent availabilities, preferences, skills etc.)
. Responsibility of maintenance of the holiday allotment process setting and reviewing holiday quotas based on volume forecast and alignment of HR system (SAP) and WFM System (IEX);
. Coordination with and steering of internal stakeholders and support units such as Line Management, Steering, Training, Project Management and Reporting;
. Support of our outsourcing partner in usage of the planning tool

Requisitos:
Requirements:

. Accurate and efficient way of working
. Ability to work independently and taking ownership
. Extraordinary motivation and ability to deliver reliably in a high-pressure environment
. High degree of engagement, flexibility, independence and professional appearance
. Good communication skills and collaborative way of working

Education
. Completed commercial education, Bachelor's degree would be a plus

Experience:
. Experience in contact center planning and scheduling of at least 5 years.
. Knowledge of the planning tool IEX (NICE) would be a plus

Language Skills:
. Be fluent in written and oral English
. German would be a plus

MS-Office Skills:
. Good knowledge of MS-Office
. Profound skills in Microsoft Excel (including Pivot)

Oferece-se:
We offer:
. Direct conytact with the client;
. Salary package according to experience
. Bonus performance
. Meal & flex work allowance
. Health insurance
. Free coffee


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