Workforce Management Lead
3 semanas atrás
About Us
EVA Global is a premier EV services company specializing in providing first-line and second-line contact response services for chargepoint operators, hardware manufacturers, and platform providers.
We deliver exceptional omni-channel support (voice, chat, email) to end customers, backed by stringent SLAs. Our comprehensive service offerings include live monitoring, work order management, and field service orchestration, driven by real-time performance analytics.
Join our innovative team to contribute to transforming the EV industry through actionable data insights.
Job Summary / Overview
The WFM Lead will manage a team of Workforce Analysts and Real-Time Analysts, overseeing the coordination and definition of work standards for the team.
This role will be focused on developing and implementing WFM plans for various projects, as well as improving department performance to increase efficiency and effectiveness.
Manage complex forecasting and planning processes, and aligning WFM activities with business objectives
Key Responsibilities and Accountabilities
Act as the primary point of contact for senior management on all WFM matters, providing insights and recommendations to enhance operational performance.
Meet with clients to help define real-time management requirements for both new and existing projects.
Oversee the creation and management of long-term and short-term forecasting models to ensure accurate predictions of workload and staffing requirements.
Manage and define the standards for real-time management activities.
Oversee the allocation of Real-Time Analysts to projects and schedules, ensuring adequate support is available for active programs.
Lead weekly planning meetings, identify improvement opportunities, and share best practices.
Optimize WFM processes.
Allocate Workforce Analysts to projects to ensure timely and accurate deliverables.
Coordinate the annual vacation process for CSR employees, managing vacancies by project.
Deliver reports to the Operations Management team.
Identify risks across various projects and suggest internal controls to mitigate those risks.
Drive collaboration between WFM and other departments, such as operations, HR, and IT, to ensure holistic performance improvement.
Propose improvements and innovative methods for the department and company.
Ensure the timely generation and delivery of real-time reports to the Operations Management team.
Analyze performance metrics (occupancy, service levels, shrinkage, etc.) to identify and address areas of underperformance.
Implement company-approved management strategies.
Play an active role in developing strategic plans for the department as required by leadership.
Take initiative and accept responsibility for outcomes.
Foster team development, ensuring that all team members are aligned with the department's objectives and company vision.
Decision Making Authority
Propose high-impact solutions related to resource allocation, staffing, and budgeting that directly affect the company's ability to meet client SLAs and financial goals.
Contribute to continuous organizational improvement by producing fresh and imaginative ideas and solutions.
Main Job Requirements
Education and Specific Training : Higher education degree.
Work Experience : Extensive experience in workforce management and planning in a complex call center environment.
Skills : Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint), knowledge of SQL and BI tools, or workforce management software is advantageous.
Strong analytical, decision-making, and strategic thinking skills.
#J-18808-Ljbffr
-
Workforce Management Lead
2 meses atrás
Lisboa, Portugal Eva Global Tempo inteiroAbout Us EVA Global is a premier EV services company specializing in providing first-line and second-line contact response services for chargepoint operators, hardware manufacturers, and platform providers.We deliver exceptional omni-channel support (voice, chat, email) to end customers, backed by stringent SLAs.Our comprehensive service offerings include...
-
Workforce Management Strategist
2 semanas atrás
Lisboa, Lisboa, Portugal Buscojobs Portugal Tempo inteiroAbout UsEVA Global is a premier EV services company specializing in providing first-line and second-line contact response services for chargepoint operators, hardware manufacturers, and platform providers. Our comprehensive service offerings include live monitoring, work order management, and field service orchestration, driven by real-time performance...
-
Workforce Management Strategic Leader
4 semanas atrás
Lisboa, Lisboa, Portugal Eva Global Tempo inteiroAbout EVA GlobalEVA Global is a leading EV services company, specializing in delivering first-line and second-line contact response services for chargepoint operators, hardware manufacturers, and platform providers. We provide exceptional omni-channel support (voice, chat, email) to end customers, backed by stringent SLAs. Our comprehensive service offerings...
-
Lisboa, Lisboa, Portugal Astrea Recruitment Tempo inteiroKey ResponsibilitiesWe are seeking an experienced Head of Workforce Management and Business Intelligence to join our team in Bucharest. As a senior leader, you will oversee the management and development of teams focused on workforce optimization and business intelligence, driving performance and ensuring efficient scheduling and data-driven decision-making...
-
Technical Solutions Consultant for Workforce Management
4 semanas atrás
Lisboa, Lisboa, Portugal Abroad Experience Tempo inteiroAbout Abroad ExperienceWe are a leading provider of workforce management solutions for global markets. Our innovative approach and commitment to excellence have made us a trusted partner for businesses worldwide.
-
Workforce Optimization Manager
2 semanas atrás
Lisboa, Lisboa, Portugal Eva Global Tempo inteiroJob SummaryEVA Global, a leading EV services company, seeks an experienced Workforce Optimization Manager to join our team. This role offers a competitive salary of $120,000 - $160,000 per annum.About UsEVA Global is a premier provider of first-line and second-line contact response services for chargepoint operators, hardware manufacturers, and platform...
-
Workforce Planning Management
4 semanas atrás
Lisboa, Portugal Multipessoal Tempo inteiroWe are recruiting a Workforce Planning Management for a multinational company.Responsibilities:Develop and implement resource planning strategies to meet project objectives and company deadlines.Assess the allocation of resources to various projects within the organisation by working closely with Project Managers, department heads, and HR to ensure optimal...
-
Workforce Planning Management Strategist
3 semanas atrás
Lisboa, Lisboa, Portugal Multipessoal Tempo inteiroWe are seeking a highly skilled Workforce Planning Management Strategist to join our team at Multipessoal. This is a unique opportunity to work in a multinational environment with various projects and departments.Job OverviewMultipessoal is a leading company that requires a professional to develop and implement resource planning strategies to meet project...
-
Senior Workforce Planning Manager
2 semanas atrás
Lisboa, Lisboa, Portugal Eva Global Tempo inteiroAbout EVA GlobalEVA Global is a leading EV services company specializing in providing premium contact response services for chargepoint operators, hardware manufacturers, and platform providers. We deliver exceptional omni-channel support (voice, chat, email) to end customers, backed by stringent SLAs. Our comprehensive service offerings include live...
-
Workforce Analyst, Operations
2 meses atrás
Lisboa, Portugal Eva Global Tempo inteiroAbout Us EVA Global is a premier EV services company specializing in providing first-line and second-line contact response services for chargepoint operators, hardware manufacturers, and platform providers. We deliver exceptional omni-channel support (voice, chat, email) to end customers, backed by stringent SLAs. Our comprehensive service offerings include...
-
Lisboa, Portugal Astrea Recruitment Tempo inteiroAt Astrea Recruitment, we are committed to transforming the challenges of finding a new job into an inspiring path of change and support. With pride, we can say that we have been among the best in the recruitment field for 17 years.Our client, a leading software development and digital solutions provider, is seeking an experienced Head of Workforce...
-
Senior Workforce Management Analyst
3 meses atrás
Lisboa, Portugal Emma – The Sleep Company Tempo inteiro**Ready to lead, disrupt and reinvent the sleep industry?** We are **Emma - The Sleep Company**. Created in 2013, we are now the world's largest D2C sleep brand, available in over 30 countries and recommended by many consumer associations in EMEA, APAC, and the Americas. We're pushing the boundaries of technology to transform the world of sleep and we want...
-
Workforce Administration Analyst German Speaker
6 meses atrás
Lisboa, Portugal ConvaTec Tempo inteiroAbout us: Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and...
-
Senior Planner Global Workforce Management
4 meses atrás
Lisboa, Portugal SIXT Portugal Tempo inteiro**Company Description** The Workforce Management (WFM) Department is a pivotal force within SIXT, driving operational excellence and strategic alignment across all levels. Our WFM team is responsible for forecasting, scheduling, and optimizing the deployment of human capital within our Customer Service Operations unit, ensuring that we meet our business...
-
Senior Planner Global Workforce Management
4 meses atrás
Lisboa, Portugal SIXT Portugal Tempo inteiroThe Workforce Management (WFM) Department is a pivotal force within SIXT, driving operational excellence and strategic alignment across all levels. Our WFM team is responsible for forecasting, scheduling, and optimizing the deployment of human capital within our Customer Service Operations unit, ensuring that we meet our business goals. Our department plays...
-
Operational Excellence Lead
4 semanas atrás
Lisboa, Lisboa, Portugal Coatue Management L.L.C. Tempo inteiroAbout the Role: Coatue Management L.L.C. is seeking a highly skilled Operational Excellence Lead - People & Culture to join our team in Lisbon. This unique opportunity combines hands-on operational impact with strategic influence, placing you at the heart of both day-to-day P&C execution and long-term people strategy.About You:We are looking for an...
-
Workforce Data Administration Trainee
2 meses atrás
Lisboa, Lisboa, Portugal Solvay Tempo inteiroAbout SolvaySolvay, a pioneering chemical company with a legacy rooted in founder Ernest Solvay's pivotal innovations in the soda ash process, is dedicated to delivering essential solutions globally through its workforce of over 9,000 employees. As a world-leading company with €5.6 billion in net sales in 2022 and listings on Euronext Brussels and Paris...
-
Workforce Administration Analyst German Speaker
6 meses atrás
Lisboa, Portugal ConvaTec Tempo inteiroAbout us: Change is everywhere at Convatec. It’s transforming our business, and helping us improve millions of lives. And we’re nowhere near finished. Across every part of our business, we’re pushing for better. Join us on our journey to #ForeverCaring as a Workforce Administration Analyst, and you’ll do the same. This role in Workforce...
-
Workforce Planning Specialist
2 meses atrás
Lisboa, Portugal Synopsys Tempo inteiro**People Analytics Specialist** This People Analytics Specialist will play a pivotal role in shaping the future of our organization by providing strategic analysis and insights into our workforce planning and talent acquisition processes. This role involves collaborating with various departments (HR, Finance, Operations, etc.) to ensure that workforce plans...
-
Workforce Planning and Optimization Specialist
3 semanas atrás
Lisboa, Lisboa, Portugal Buscojobs Portugal Tempo inteiroAbout UsEVA Global is a premier EV services company specializing in providing first-line and second-line contact response services for chargepoint operators, hardware manufacturers, and platform providers. We deliver exceptional omni-channel support (voice, chat, email) to end customers, backed by stringent SLAs. Our comprehensive service offerings include...