This Workforce Management Team is looking for a WFM Manager for our client located in Amsterdam, Netherlands.
We are looking for an experienced WFM Manager to work closely with both internal and external Workforce management teams.
Partner with our Capacity Planning team to develop and administer center-wide shift realignments necessary to improve service levels and maximize agent utilization
Lead weekly staffing review meetings with management detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks
Proactively analyze trends and input on improving metrics including service levels, adherence, forecast vs actual variances and agent utilization
Initiate & secure lead on internal WFM projects
Lead external projects with WFM impact – particularly focusing on our clients needs
Track, analyze and report on center and agent performance utilizing multiple reporting tenants and our workforce management systems
Develop and assist in maintaining agent schedules
Be responsible for the tracking and auditing of headcount
Must have a minimum of 2 years of workforce management experience or equivalent, with at least one year of CS specific experience
Must have extensive experience using scheduling tools & WFM software
Ability to partner with Operations to ensure plans are being executed appropriately
Design, develop and maintain reporting and business intelligence solutions
Proficient in MS Word, MS Excel, MS PowerPoint, G-Suite
Strong mathematical, analytical, communication, and organization skills
Experience working with smaller queues and languages, is preferred
Following are desirable requirements:
Previous experience in similar functions
Basic knowledge of programming, preferably VB and SQL
Basic knowledge of Business Intelligence tools
What can you expect from our client?
A salary between 3,500 and 5,000 euros gross per month.