Job expirat
The role: WFM clerk (work force management)
The position is part of the Information Management & BackOffice team and is a direct report of one of the Senior WFM Planners. The operational execution of the tasks of the WFM back office worker takes place on behalf of one or several Client Teams. For an unambiguous insight in scheduled and available capacities on all sites, every WFM back office worker uses the same WFM/planning tools.
Our future colleague will be responsible for the calculation of required capacity and seats(work places) of assigned projects/CT’s, for personnel staffing (schedules) of assigned projects/CT’s, in such a way that pre-defined goals are met (eq optimal occupancy and project agreements are achieved). They will also be responsible for the administration of new and existing agents in the WFM tools.
Main accountabilities
* Planning
To draw up and keep current a production planning (requirement) for the assigned projects in consultation with WFM consultant. To staff the projects according to the created requirement and staff any agreed on non-production, in such a way that an optimal occupancy/utilization can be realized for the site/project.
That includes (among other things):
ü Collect, collate and review data with regard to expected production on the short and mid-term, this in accordance of input from the WFM consultant.
ü Adjust the production planning on the base of experience data and additional information from the WFM Consultant and/or his capacity planning.
* Scheduling
Responsible for the personnel staffing of the assigned projects, in such a way that preset targets are met or approached as best as possible.
That includes (among other things):
ü Make, review and if necessary adjust the automatically (system) generated personnel planning, signal abnormalities, faults and shortcomings.
ü Adjustment of the production planning with given leave, sickness, training, other activities etc
ü Approve/reject leave requests, availability scheme, shift trades, etc.
ü Publication of the schedules to the CSR’s and other stakeholders
ü Signal and report possible bottlenecks/issues to the WFM consultant.
ü Update and spread relevant reports.
* Keeping up to date of the planning documents with regard to the projects, skills, availability and (if applicable) other arrangements with de CSR’s and temporary employees.
* CSR Administration
Responsible for keeping the project up to date regarding the base administration of new and existing agents.
That includes (among other things):
ü Adding new agents to projects following the defined processes
ü Adjustment of skills/availability/wish hours/group definitions etc. when so desired by WFM consultant or CT.
ü BSc with preferably discipline Logistics, Math or Economy(metrics)
ü (Business) English in word and writing
ü Preferred is a minimum of 1 year experience with WFM planning, preferably within a Contact Center
Skills required
* Proficiency in English;
* Knowledge of mainstream WFM software, preferably Invision
* Knowledge of Microsoft Office, especially Excel (preferably pivot tables, VisualBasic and Macro’s)
* Knowledge of contact center processes
We are looking to fill this position as soon as possible. Please apply only in the nature specified.
We thank everyone for applying, however only successful candidates will be contacted for an interview.
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.
