Job summary
You will be part of a Global WFM team for a large Travel metasearch account that manages and supports several sites and countries in terms of process implementation, capacity improvement, and alignment.
You will be an expert in WFM processes and challenge sites on their numbers, coaching them to be empowered in managing their capacity plan, models, and tools. You will also participate in client calls, where you will report on site delivery and forecasts to the client.
Main responsibilities
- Follow up on the WFM cycle in the account.
- Collect data from local teams and organize it for analysis.
- Continuously monitor KPIs and share best practices or action plans with the sites based on their results.
- Proactively identify opportunities and risks, and coordinate with different functions when needed—operations, training, workforce management.
- Coordinate scheduling and intraday requirements across the sites, and send monthly schedules to the client.
- Reconcile the WFM processes in the account.
- Train and support current and new WFM teams.
- Participate in WFM projects.
- Make recommendations for future improvements based on historical experience.
- Coordinate client communication on all WFM aspects and part
- Conduct deep dive analysis on any serious deviation in KPIs.
Competencies & professional background
- 2+ years of previous experience as a WFM specialist.
- Strong skills in WFM, including capacity planning.
- Excel expert.
- Analytical skills and understanding of mathematics.
- Knowledge of economic efficiency principles.
- Solutions- and results-oriented, with a customer-centric approach (both internal and external).
- Attention to detail and accuracy is critical.
- Strong verbal, written, presentation, and interpersonal skills.
- Good interpersonal skills and high self-sufficiency.
- Proficiency in English (C1-C2).
- Knowledge of scheduling tools (TSQ, Verint, NICE IEX).
- Highly conscientious and diligent.
- Team player, available, and reliable.
- Ability to help others see alternative perspectives on specific challenges and contribute to a cohesive approach for efficient solutions (critical thinking).
HOW TO APPLY
Does the profile match your CV and are you interested? Please submit your CV in English language including 27.01.2025
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