Senior Workforce Management Analyst
3 meses atrás
**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 your help to pull it off.
We're a highly ambitious, hard-working team that pushes you to produce your best work yet. We focus on how we approach problems, we chase growth, and set ambitious goals. Want your ideas to have an impact and your career to grow? Then Emma is the right place for you.
**What we're looking for**:
- Calculate and forecast staffing requirements to ensure accurate capacity planning, with a focus on improving forecast accuracy based on historical data and projected volumes.
- Develop and manage both long-term and day-to-day staffing strategies, creating and optimizing staff schedules to ensure consistent coverage while maintaining adherence to key service level agreements (SLAs).
- Monitor and analyze critical performance metrics, including Forecast Accuracy, BPO Cost, and Performance SLAs, alongside operational KPIs like AHT, CPH, and occupancy rates, to identify trends and drive continuous improvement.
- Generate regular and comprehensive reports on staffing levels, performance metrics, and cost efficiencies, providing insights to support both tactical decisions and long-term strategic planning.
- Collaborate closely with team leads, managers, and external stakeholders to align staffing strategies with broader business goals and customer service objectives, ensuring effective execution and alignment across the organization.
- Identify opportunities for process improvements and implement strategies that enhance both operational efficiency and long-term effectiveness, driving continuous improvement initiatives that support the company’s strategic goals.
**Who we're looking for**:
- You have proven experience in capacity planning, workforce management, or a similar role within a contact center environment.
- You possess strong analytical skills and proficiency in data analysis tools and software.
- You have excellent communication and interpersonal skills.
- You are capable of working independently as well as part of a team.
- You are detail-oriented with strong organizational skills.
**What we offer**:
- Discounts on our top-notch products.
- Health insurance including dentist.
- 24 days holidays/year +1 day/year at Emma (máx. 29 days).
- Pet-friendly environment, where you can bring your furry desk buddy.
- The opportunity to collaborate with multinational teams.
- Exciting events that aren't just team-building exercises but opportunities to create epic memories.
- All the tools you need to grow and ownership from the beginning.
**Become an Emmie**
Emma is transforming the world of sleep - **and we want the highest-performing people to help us pull it off. **We want you. But only if you're willing to go all in. Only if you're willing to question, disrupt, innovate, and create from the ground up.
We proudly celebrate diversity. We are an equal-opportunity employer committed to promoting inclusion in our workplace. We consider all qualified applicants for employment without regard to race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability, or age.
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