Job expirat
The role
We are looking for a WFM Planner to join our team. The candidate will be a self-starter, driven, independent thinker with commitment to quality and continuous improvement and results orientated.
The WFM Planner lies within the team Production Control, Center of Expertise Workforce Management, hierarchically located under the WFM Supervisor Offshore, WFM County Manager or WFM Business Partner.
Purpose of the position
Responsible for the forecast, capacity management, pool management, production planning and staff planning of one or more Client Teams. Coordinating the required capacity and deployment in CSRs and workplaces within a Client Team, in such a way that optimal utilization and occupancy is realized and the project KPI’s made can be met.
Primary Duties and Responsibilities
(PLANNING) Establishing and updating the historical forecast, +13-week capacity planning and production planning, in such a way that optimal utilization of the project(s) can be realized
(SCHEDULE) Taking care of the requirement planning and staff planning (CSR – schedule) of the Client Team, in such a way that optimal occupancy of the Client Team is realized, the service level agreements can be realized and the production plans are approach the best way possible
(ADVICE) Providing additional information regarding the optimization of occupancy, in such a way that action can be taken in a timely manner
The WFM Planner performs various activities in close consultation and collaboration with one or more Client Teams (Delivery Management and Client team Management) and with the internal process and project owners.
Critical Technical & Behavioral Skills/Qualifications:
Fluency in both Italian and English
HBO relevant direction (mathematics, statistics, economics, informatics)
Analytical and numerical understanding, mental arithmetic skills
Good communication skills
Knowledge of standard planning software
Knowledge of MS Office, Excel in particular
Accurate
Good knowledge of contact center processes
Communication
Initiative
Customer-oriented
Analytic abilities
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.
