Position: Workforce Planner

Location: Thessaloniki, Greece

Work Model: On-site

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Ensure staff optimization by ensuring adequate resources to meet demand and resolving concerns related to schedule adherence, service levels, absenteeism, and other efficiency metrics
• Prepare for voice and non-voice volume, seat occupancy, average handle time, and other factors measuring productivity and campaign performance
• Align with multiple programs to optimize employee productivity and coordinate with training and talent acquisition for staffing forecasts and needs
• Collaborate with IT to customize information systems for supervising fiscal activities within the team
• Monitor the accuracy of billing procedures for all clients within the site and identify strategies to improve campaign processes and profitability
• Gather relevant data related to forecasting and calculation of program requirements for capacity planning and scheduling
• Maintain a roster of staff with accurate employee details, including availability, preferences, and skills
• Publish over/under snapshots and create action plans to address staffing gaps or minimize overages
• Input data into the online capacity plan tool and ensure the seating plan meets operational needs.

REQUIREMENTS:

• BPO Operations background with at least 2 years of experience in Workforce Planning, preferably with expertise in Forecasting, Planning and Scheduling, and Real-Time Management
• Fluent in English, both verbal and written
• High attention to detail, good analytical skills, and strong numerical literacy
• Understanding of WFM efficiency metrics and highly organized
• Proficiency in MS Word, MS Excel, MS PowerPoint, and other database generating applications. Knowledge of Google Suites is a plus
• Effective communication skills with all levels of management
• Proactive decision-making and problem-solving abilities
• Ability to read trends and project future forecasts, utilize WFM centralized tools, and ensure regular maintenance of the database
• Schedule: Monday to Friday, 09 AM - 06 PM. 40 hours a week.

OFFER:

• Excellent remuneration package based on experience, skills and performance
• Indefinite contract
  
• Transportation allowance, meal allowance, health insurance & 1 day birthday leave after 1 year of tenure
• An inclusive environment with a positive impact on the community.
  
• Encouragement of internal mobility and professional growth at all career stages
• And many others!