PosizioneWe are looking for an Italian Planner to create future demand (requirements) and ensure there is adequate supply (staffing) to meet the same.As a WFM Planner 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 reviewInterval Staffing results and look ahead in terms of forecasting.Caratteristiche del candidatoRequisiti tecnici e conoscenze informaticheAdvanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook.SQL/VBA macros an assetExperience with IEX, CMS, Avaya, IEX is an assetHybrid Working Model – Santos, LisbonLingue straniereE' richiesta la conoscenza delle seguenti lingueItaliano: madrelinguaInglese: ottimo (C2)Esperienze lavorative precedentiIdeally higher or University education with a technical background (mathematical or statistical course desirable)Experience in managing projectsExperience in the analysis of data and presentation of business recommendations.Experience in Workforce managementExperience of work in a call center is desirable.Experience in the technology industries is desirable.Titoli preferenzialiNative or proficient Italian (mandatory)Advanced level of English (at least C1) both verbal and writtenOther European language will be a plusSpecific Requirements (when necessary):Availability to travelOut-of-hours supportTitolo di studioLaurea (primo livello)Area disciplinareeconomico-statistico,politico-socialeClasse di laureaScienze dell'amministrazione e dell'organizzazione (L-16, 19) Scienze dell'economia e della gestione aziendale (L-18, 17)Disponibilità al trasferimentoSìDisponibilità trasferimento all'esteroSì