Planner - Lisbon, Portugal Lisboa

Planner - Lisbon, Portugal
Lisboa
Lisboa, Lisboa, Portugal

We are looking for a talented and accomplished WFM Planner to join our team.

As a Planner, your daily responsibilities will include:

• Normalize the historical data by identifying and removing the outliers.
• Break the forecast into day of week pattern.
• Calculate the workload/FTE/headcount requirement by incorporating the assumption targets for AHT, occupancy, shrinkages, scheduling loss, etc.
• Calculate the variance between the required and net effective headcount.
• Identify the requirement of the future weeks and project new hire batches accordingly.
• Consider the training and hiring throughput.
• Update the AHT/productivity glide path with recent historical data.
• Calculate the proficiency of KPIs every week separately.
• Update the historical values for comparison.
• Identify the constraints impacting cost and revenue opportunities.
• Initiate a weekly review mechanism with internal/external clients.

To succeed in the role, you will need to have:

• 1-3 years of WFM experience with a minimum of 1 year as a Planner/Forecaster (mandatory).
• Flexible, creative
  - solving, anticipates changes, and welcomes challenges.
• Expertise in the Erlang Model.
• Strong computer skills that include proficiency in MS Office suite, particularly Excel.
• Advanced knowledge of scheduling tools like IEX.
• Previous experience in a dynamic,
  - changing call center environment is required.
• Proven analytical skills and ability to communicate with various management levels.
• Must be able to communicate clearly and effectively with all levels within the organization.
• Knowledge of various call center reporting systems.
• Availability to work 100% in 7 Rios, Lisbon office (mandatory).
• Monday to Friday with flexible schedules - 7 AM and 8 PM.
• Must hold EU citizenship or a valid work permit for Portugal.
• Be a local candidate or willing to relocate to Lisbon, Portugal.

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