Workforce Manager
Há 2 dias
Habyt's mission is to provide the best housing experience, anywhere. We develop and manage beautifully designed, community driven and technologically empowered living spaces to create a modern living concept. We are funded by top VC and Real Estate investors in Europe. If you are passionate about real estate, would like to join a dynamic, talented and diverse team of professionals - you are at the right place
We are on a steep growth curve, and are looking for a Workforce Manager to further develop our Customer Experience strategy..
Tasks
- Expertise on demand forecasting, flexibility and resource management and oversee productivity by assessing, analyzing, and reporting employee productivity at the individual, departmental and cross-functional levels.
- Ensure adequate staffing based on operational objectives, forecast staff volume needs, and monitor work performance.
- Drive scheduling efficiencies: assist with scheduling (daily and half-hourly staffing requirements), process shrinkage (time-off requests; meetings, coachings and training sessions; any offline time), and generate reports to show productivity and performance changes.
- Track productivity using hourly, daily, weekly, and monthly measurements and use workforce optimization measures to improve efficiency and forecast staffing needs taking volume and headcount requirements into account.
- Provide leadership with efficiency updates and uphold high customer service standards through real-time monitoring and other methods
- Real-time management on the operation each and every day to make real-time adjustments as needed, to achieve the service level objectives and support the operation.
- Make routing or resource management decisions to address unexpected surges in volume and determine when to offer overtime, coaching time, or paid time off to align with the actual trends as they happen.
- Determine the best way to move resources around to hit optimal service levels throughout the day and maximize associates’ development, coaching, and training time.
- Provide teams with the data needed to effectively manage the business, in a comprehensive and structured way that can be used for forecasting, trending, performance analysis, outlier analysis, and business insights, such as contact types, channel preferences, and business process issues.
**Requirements**:
- Bachelor's or Graduate's Degree in business, IT, data science, statistics, mathematics or business administration.
- Relevant experience of workforce management or a related role.
- Negotiation abilities and time management skills.
- Problem solving skills
- Strong attention to detail and analytical skills and experience with data-driven decision making
- A confident, natural leader and problem solver with demonstrated critical thinking and collaboration skills.
- Advanced understanding of business process analysis.
- Strong command of English language and good communication skills.
- Nice to have: Lean Six Sigma or other process improvement certification: Project management certification; Comfortable with Agile practices
**Benefits**:
- Join a great team and become a strong leader within the Habyt cosmos: your colleagues are talented, motivated self-starters;
- Live first hand the Habyt remote culture: work from any of our Habyt locations, anytime.
- Be a part of an innovative business model with global impact; A high degree of responsibility and involvement from day one;
- Fast decision-making and flat hierarchies make Habyt a great place for your professional growth.
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