WFM Project Manager

Há 6 dias


Lisboa, Lisboa, Portugal EVA Global Tempo inteiro

About Us

EVA Global is a pioneering provider of EV services, delivering top-notch support for chargepoint operators, hardware manufacturers, and platform providers. We offer comprehensive solutions including live monitoring, work order management, and field service orchestration, backed by real-time performance analytics. The WFM Manager will oversee the coordination and definition of work standards for a team of Workforce Analysts and Real-Time Analysts.

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.
  • Develop and implement WFM plans for various projects, ensuring accurate predictions of workload and staffing requirements.
  • Manage complex forecasting and planning processes, and aligning WFM activities with business objectives.
  • Lead weekly planning meetings, identify improvement opportunities, and share best practices.
  • Optimize WFM processes.
  • Coordinate the annual vacation process for CSR employees, managing vacancies by project.
  • Deliver 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.

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.

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.

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