Workforce Manager

4 semanas atrás

Lisboa, Lisboa, Portugal Eva Global Tempo inteiro
About Us

EVA Global is a leading electric vehicle managed services provider, dedicated to maximizing the reliability, availability, and accessibility of charging networks. Our API-first technology platform offers an end-to-end charging solution, including multi-lingual end-user support, ad-hoc payment capabilities, and complete infrastructure management services.

Job Summary

The WFM Manager will oversee a team of Workforce Analysts and Real-Time Analysts, coordinating and defining work standards for the team. This role will focus on developing and implementing WFM plans for various projects, improving department performance to increase efficiency and effectiveness.

Key Responsibilities
  • 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 define real-time management requirements for new and existing projects.
  • Oversee the creation and management of long-term and short-term forecasting models to ensure accurate predictions of workload and staffing requirements.
  • Manage and define standards for real-time management activities.
  • Oversee the allocation of Real-Time Analysts to projects and schedules, ensuring adequate support is available for active programs.
  • Lead weekly planning meetings, identify improvement opportunities, and share best practices.
  • Optimize WFM processes.
  • Allocate Workforce Analysts to projects to ensure timely and accurate deliverables.
  • Coordinate the annual vacation process for CSR employees, managing vacancies by project.
  • Deliver reports to the Operations Management team.
  • Identify risks across various projects and suggest internal controls to mitigate those risks.
  • Drive collaboration between WFM and other departments, such as operations, HR, and IT, to ensure holistic performance improvement.
  • Propose improvements and innovative methods for the department and company.
  • Ensure the timely generation and delivery of real-time 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.
  • Play an active role in developing strategic plans for the department as required by leadership.
  • Take initiative and accept responsibility for outcomes.
  • Foster team development, ensuring that all team members are aligned with the department's objectives and company vision.
Main Job 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 is advantageous.
  • Strong analytical, decision-making, and strategic thinking skills.

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