Workforce Management Planner

Workforce Management Planner

The WFM Planner role involves planning, forecasting, and scheduling staffing needs for Customer Care, ensuring efficient service performance. 
Responsibilities include making scheduling recommendations, managing non-work events, and providing weekly intra-day planning. The role requires proactive identification of staffing opportunities and delivering plans to meet service objectives across locations. 
Key requirements include analytical skills, proactive problem-solving, and strong communication abilities.

Main Responsibilities:

• Proactively identify staffing utilisation opportunities and take appropriate action necessary to deliver a comprehensive plan for meeting service performance objectives across CC locations

• Collect and analyse historical staffing data to ensure emerging trends are captured.

• Using historical data and business intelligence forecast and plan staffing metrics and requirements to ensure all service level objectives are achieved at lowest cost.

• Create IDPs (Intra Day performance) used by real time function.

• Analyse performance data in order to identify improvement opportunities and implement improvement strategies.

• Identifies, resolves and escalates volume, staffing and system concerns in a timely manner.

• Regularly review staff planning models, WFM methodologies and staffing recommendations and rationale with key business partners within Customer Care Operations

• Proactively identify and drive process improvement opportunities within the WFM Scheduling team.

• Act as SME (Subject Matter Expert) for all users of WFM modules.

• Provide alternative recommendations when requests from operations team will negatively impact Customer Care impact performance.

• Support the design and deployment of WFM module training, as required in operational locations.

Qualifications & Skills:

• Minimum 3 years experience of working in an analytical or planning role within a contact centre environment.

• Strong working knowledge of resource management and planning methodologies within a contact centre environment

• Excellent knowledge of MS Office Excel

• Excellent data analysis skills – with high level of attention to detail

• Highly numerate with real ability to manipulate numerical data

• Ability to identify improvement area, trends and make recommendations

• Proactive and self-motivated work style with proven ability to manage multiple demands on time and changing priorities

• Ability to work under pressure and sense of urgency to work in a deadline driven environment

• High level of interpersonal and influencing skills

• Strong team player, with a focus on continuous improvement

• Fluent English

Benefits:

• Sharing the costs of sports activities

• Sharing the costs of foreign language classes and professional training

• Private medical care

• Life insurance

• Holiday funds

• Christmas gifts

What we offer:

• Flexible working time (we start between 7-9 and work 8 hours respectively)

• Hybrid work (3 days office, 2 days remote)

Reasons to join LYRECO:

• A full- time job in a dynamic, passionate, international team

• Competitive salary

• Modern office in Olivia Business

• You will work in hybrid work model in Gdansk, Poland

If the above job description interests you and you think you are a good fit, apply now! We look forward to receiving your application.

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