Come and work with us.

 

We are looking for a WFM Manager to create future demand (requirements) and ensure there is adequate supply (staffing) to meet the same.

 

As a WFM Manager your daily responsibilities will include:

Capacity Plan: Review of the Capacity Plan sent monthly by the client. Plan accordingly to meet the necessary FTE & Production Hours. Weekly review to ensure all assumptions are taken in to account in order to meet the production hours accuracy. Recruitment/Hiring Plan: Work closely with recruitment and Operations in order to develop and plan all the recruitment needs until EoY. Shrinkage: Plan of Internal and External shrinkage by reviewing %s WoW so we can meet the targets for production and productive hours. Training Plan: Constant communication with the training department as we’re looking into creating new hire classes or inside movements such as upskills. Business Reviews with the client: WBR and MBR with the client to review all WFM results. Absenteeism & Attrition: Ownership of Absenteeism and Attrition in terms of results and projections, while working with the Operations as they are accountable. Scheduling Manager: Managing the Scheduling team by having weekly 121 and giving any necessary support to the team. Weekly Scheduling calls with the client to review  Interval Staffing results and look ahead in terms of forecasting.

 

To succeed in the role, you will need to have:

Native or proficient English (mandatory) Other European language will be a plus Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook. SQL/VBA macros an asset Experience with IEX, CMS, Avaya, IEX is an asset Must hold EU citizenship or valid work permit for Portugal Be a local candidate or willing to relocate to Portugal

 

Education and experience

Ideally higher or University education with a technical background (mathematical or statistical course desirable) Experience in managing projects Experience in the analysis of data and presentation of business recommendations.  Experience in Workforce management Experience of work in a call center is desirable.  Experience in the technology industries is desirable.

 

Specific Requirements (when necessary)

Availability to travel Out-of-hours support

 

Benefits.

 

Competitive wages Paid professional training Employee discounts Private healthcare & dental insurance (after six months of employment) Growth opportunities through various development programs Fun and engaging company-wide initiatives, including our EverBetter wellness program Job stability Life-long skills and experience Excellent work culture

 

Go further with Foundever®

 

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. 

 

Apply today!