Planning Analyst

2 semanas atrás


Lisboa, Portugal Sunrise Portugal Tempo inteiro

At Sunrise, you will work in a dynamic and international environment where every voice is heard, perspectives are shared, and values are respected. As an equal opportunity employer, it is crucial to have a diverse workforce for the success of our business.

We are looking for a reinforcement for our workforce planning team in customer service. The small team of experts is responsible for customer contact volume forecasting, planning of capacities to treat our customers and internal shift planning.

The role of the “Planner” is the generation of shift schedules for the internal agents.

**Duties and responsibilities**
- Administration and Business Ownership of the Workforce Management planning tool (IEX, NICE)
- Shift planning of internal staff
- Maintenance and improvement of shift plan models based on changing demand to optimize the staff occupancy and reach accessibility and service level targets most efficiently.
- User administration (cross-unit updating of all agent movements such as entries, leavers, changes of agent availabilities, preferences, skills etc.)
- Responsibility of maintenance of the holiday allotment process setting and reviewing holiday quotas based on volume forecast and alignment of HR system (SAP) and WFM System (IEX)
- Coordination with and steering of internal stakeholders and support units such as Line Management, Steering, Training, Project Management and Reporting
- Support of our outsourcing partner in usage of the planning tool

**What we look for in an applicant**
- Accurate and efficient way of working
- Ability to work independently and taking ownership
- Extraordinary motivation and ability to deliver reliably in a high-pressure environment
- High degree of engagement, flexibility, independence and professional appearance
- Good communication skills and collaborative way of working

**Education**
- Completed commercial education, Bachelor’s degree would be a plus

**Experience**
- Experience in contact center planning and scheduling of at least 5 years.
- Knowledge of the planning tool IEX (NICE) would be a plus

**Language Skills**
- Be fluent in written and oral English
- German would be a plus

**Salary**: 28,000.00€ - 30,000.00€ per year

Ability to commute/relocate:

- Lisboa, Distrito de Lisboa: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- High school or equivalent (required)

**Experience**:

- Call Centre environment: 3 years (required)

**Language**:

- English (required)

Application Deadline: 20/02/2023
Expected Start Date: 01/03/2023



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