Job expirat
WFM ensures vital contribution in realisation of production by using the appropriate CSR (skills) at the right moment, in the appropriate amounts, in such a way that operations can realise and/or optimize its financial and quantitative targets.
The WFM Business Partner is the owner of production capacity, responsible for optimal WFM business services and delivers additional value by giving advice.
(HUMAN SIDE) Responsible for job performance and general development of each team member:
• Establishing what capabilities are required and in how far individual team members have the potential to fulfil these requirements;
• Monitoring the implementation of work activities of individual team members both qualitatively and quantitatively;
• Training new team members in terms of general skills;
• Periodically reviewing personal development by means of mutual discussion and recording of personal development;
• Coaching/motivating team members to enable them to fulfil requirements made both qualitatively and quantitatively;
• Having regular team meetings and organising team building activities
• Attending and participating in planning consultation between WFM and Client Team regarding planning
• Attending and carrying out screening tests.
(PRODUCT SIDE) Development and continuous improvement of services WFM in favour of the Client teams, in such a way that optimum quantitative results are achieved. Among other things referring to:
• Developing, optimising and safeguarding the structure, systems, instruments and procedures in relation to WFM at Client Team level;
• Continuous planning improvement aiming for a more efficient and effective schedule
• Determine conditions and targets of WFM;
• Managing expectations of internal customer (Client Team)
• Increasing satisfaction level of internal customer (Client Team)
• Highlighting alterations in company regulations regarding planning and schedules whilst consulting HRM department.
• Developing and safeguarding implementation WFM in accordance with COPC standard.
Also preparing new projects allocated to the Client Teams, in regards to the required and available capacities (staff numbers and work space), in such a way that a timely and qualitatively informed implementation can be realized.
(IMPLEMENTATION) In charge of ensuring a successful planning and traffic implementation. Among other things referring to:
• Safeguarding and encouraging communication amongst staff
• Quality control of delivered WFM products and processes
• Making available in good time the weekly schedule for all Client Teams
• Organising and allocating of work for Planners, Schedulers and Traffic staff
• Evaluating and implementing restoring measures
• Increasing satisfaction level of stakeholders (CTM, DM, TL, CSR, Planners, Traffic staff)
• Achieving set targets/WFM targets
• In charge of troubleshooting and problem solution
• Dealing with complaints and dissatisfaction regarding WFM
• Safeguarding a working method in accordance with COPC standard
Proficient at communicating at different levels within the organisation (CSR, Planners, CTM, Management);
HBO / WO preferably logistics, economics or mathematics background;
Work experience in call center environment with planning;
Managerial experience ;
Capacities
Flexible
Coaching
Communication skills
Convincing
Customer orientated
Organization awareness
Innovative
Skills
Analytical and numerical insight
Strong communication skills
MS Office and specifically Excel
Accuracy
Good knowledge of contact centre procedures
Thorough knowledge of traffic theory (erlang) and WFM.
Very good knowledge of WFM Invision
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
