Job expirat
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.
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.
Proficiency in English; in addition Dutch would be a great plus;
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
XL World is one of the leading and fastest-growing Outsourcing companies in Romania. We employ close to 600 professionals in 2 high-tech centers in Romania.
We are located in Iasi and Oradea and we have offices in UK, Italy and Albania.
We provide multi-lingual services to the largest multi-national companies in the areas of Customer Care, Marketing, IT and Back-Office.
Our work environment is higly dynamic and results-oriented.
We heavily invest in training and development of our employees.
For more information see our web site: www.xlworld.eu
