As a WFM Manager you are responsible for all scheduling and RTM activity for all teams within the account. In your role you will lead Scheduling and Real-Time Analysts with the objective to manage staffing levels, to support the forecasting process and to administer absenteeism. You will need profound knowledge of MS Office and IEX (or similar WFM applications).

Work Force Manager (f/m) 0717C

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  • Design WFM tools and processes in collaboration with peers and third parties
  • Analyze and determine staffing requirement levels
  • Administrate, review and approve planned time off
  • Forecast and review scheduling inputs, e.g. AHT, relief, volume arrival pattern, SLA, etc.
  • Identify and track issues, escalate to operations if necessary
  • Create and publish schedules
  • Create and optimize work rules to increase level of automatization
  • Manage service requests and incidents (internally and externally)
  • Report on up-/downtime and on license utilization
  • Import staffing requirements
  • Monitor and report team performance
  • Give WFM team feedback on their individual performance to improve and motivate their daily work
  • Keep track of training and training needs
  • Organize regular team meetings to give feedback on team performance, inform on new procedures, upcoming changes
  • Propose staffing decisions to Operations Management
  • Perform other tasks/duties as assigned by management depending on service needs or in reaction to unforeseen situations.

We offer
  • Full-time (39 hours/week),  long-term contract and ticket restaurant card

  • Experience in working in a fast-pace environment
  • Excellent verbal and written communication skills
  • Proficient English language skills (verbal and written)
  • Analytical and creative problem resolution person
  • Excellent knowledge of IEX (or another WFM application) and MS Office (desirable)
  • Working knowledge of IT platforms

  • The recruitment processes and people involved in them (both recruiters and Project Managers) will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation.



Avda. Diagonal 197, 12ª planta
08018 Barcelona
Phone +34 93 4005 000
E-mail se.letyblles@sretiurceR_RH


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