Workforce Management Lead

Há 1 mês


Lisboa, Lisboa, Portugal Eva Global Tempo inteiro
About the Role

EVA Global is a leading electric vehicle managed services provider dedicated to maximizing the reliability, availability, and accessibility of charging networks. We are the industry's partner of choice for charger uptime and utilization. Our API-first technology platform offers an end-to-end charging solution, including multi-lingual end-user support, ad-hoc payment capabilities, and infrastructure management services. Headquartered in Finland, EVA Global has offices in Spain, Portugal, Germany, Malaysia, and the USA, serving 60+ partners across three continents.

Key Responsibilities
  • Manage a team of Workforce Analysts and Real-Time Analysts, overseeing the coordination and definition of work standards.
  • Develop and implement Workforce Management plans for various projects, improving department performance to increase efficiency and effectiveness.
  • Manage complex forecasting and planning processes, aligning WFM activities with business objectives.
  • Act as the primary point of contact for senior management on all WFM matters, providing insights and recommendations to enhance operational performance.
Requirements
  • Higher education degree.
  • Extensive experience in workforce management and planning in a complex call center environment.
  • Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint), knowledge of SQL and BI tools, or workforce management software.
  • Strong analytical, decision-making, and strategic thinking skills.


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