Senior Planner Global Workforce Management

3 meses atrás

Lisboa, Portugal SIXT Portugal Tempo inteiro

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 goals. Our department plays a critical role in balancing workforce availability with business demand, proactively managing resources to maximize productivity. Leveraging advanced analytics and real-time monitoring, WFM is instrumental in ensuring that the organization operates at peak performance.

**DO WHAT YOU LOVE**:

- You forecast contact volumes and staffing requirements by analyzing historical data, trends, business needs, and other influencing factors
- You analyze data and provide insights to identify opportunities for improving operational efficiency, performance, and contact drivers
- You utilize all available data and develop new evaluation options to proactively enhance forecast accuracy and staffing quality
- You conduct regular evaluations of forecasting models, workforce management processes, and scheduling methodologies to drive continuous improvement
- You stay updated with industry trends and best practices in workforce management to boost overall call center performance

**COME AS YOU ARE**:

- You hold a bachelor's degree in business administration, Statistics, Mathematics, or a related field (preferred)
- You have several years of experience as a Workforce Management Professional or in a similar role within a call center environment
- You have strong knowledge of call center operations and metrics and performance indicators (e.g., service level, average handling time, occupancy)
- You have strong analytical and problem-solving skills, with the ability to interpret data and trends
- You are proficient in using workforce management or reporting software and tools (e.g. Genesys, Salesforce, Teleopti, Calabrio, Power BI, Quicksight)
- You are proficient in Microsoft Excel, including advanced formulas, pivot tables, and data processing techniques

**Additional Information**:
Working at SIXT not only means creating the future of mobility, but also offers personal benefits. This means especially for you: 28 days of vacation, no dress code, a hybrid working model and flexible working hours. In our modern office, with new equipment, you can stock up on coffee at any time and spend your lunch break with colleagues in the on-site restaurant that provides healthy and delicious food for everyone.

Moreover, we offer you a super international working environment, numerous trainings for your individual development, participation in external conferences and we even organize internal dev & tech talks. It is very important to us that you can develop personally and grow within our company.

Furthermore, you can benefit from our Coverflex advantage system. With this system you can select the benefits you want - This way you can decide for yourself what you want to use your benefits for

In addition, your colleagues are pretty awesome. Which is important when you spend so much time together, and besides, no wonder when you get a bonus for referring friends as new employees. Otherwise, we live "work hard, play hard" - our parties are legendary We also demand and promote DiverSIXTy, a corporate culture of acceptance, appreciation, and respect, in which everyone can develop their personality and ideas.

**About us**:

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