WFM Coordinator

This position will be responsible in maintaining optimized and accurate schedules as well as system and roster maintenance. They will support and create short terms plans based on their analysis and recommendations from the Long Term Strategic Planners. Will provide guidance to the Real Time Analysis team ensuring all pre planned activities are met and optimized. Responsible for minimum 1-week look ahead for short term planning and schedule management.

You will be responsible for:

-Creating, maintaining, processing, accommodating and managing schedule bids, adjustments, assignments and swaps for all future weeks.
-Generating, presenting and publishing Intraday Performance files for RTA and operations guidance as well as providing recommendations to address projected over and understaffing after optimization
-Initiates, facilitates, recommends, analyse and re-evaluates shift bids and its results
-Pre plotting of phone activities as agreed upon on capacity calls and provide support for operations initiatives
-Vacation leave tracker/calendar maintenance and governance

Requirements:

• Minimum B2 English level.
• University degree or equivalent.
• Minimum 3 years experience in similar positions.
• Strong skills in using Excel to create and maintain historical data and forecasting models.
• Applied knowledge of predictive statistics will be a strong advantage.
• Proficiency in eWFM, Verint and IEX is preferred but not necessary.
• Knowledge of inbound call center environment is preferred.
• Actuarial/Statistics/Math background will be an advantage.

We are so happy you visited us, and we want you to stay. Here we will tell you all about our job offers, but also about who we are. Our culture and identity, our values and how we live them every day.

We are a people company, multicultural and committed to diversity and inclusion. Life at Transcom is exciting, demanding, fast paced and most importantly fun!

And because We Care, we understand the value of supporting high performing employees, retaining and investing in our talents. That is why we offer many opportunities to grow, professionally and personally trough continuous learning and development.

Sustainability is an integral part of our corporate strategy, business culture, and day-to-day operations. We care about others so we encourage our colleagues to also team up actively with solidarity causes.

We are growing and We Care about you growing with us, that’s why we are looking for people like you, talented, passionate, creative and dynamic. With flexible working hours with both part time and full-time possibilities. We are open minded, so you can be yourself, as part of a team of like-minded individuals.

 

Working at Transcom

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents.

We are 28,000 customer experience specialists at 50 contact centers across 23 countries, delivering services in 33 languages to international brands in various industry verticals.

We provide an international & multicultural environment with a dynamic, playful and energetic atmosphere.

Join the crew and let’s together start Creating Smarter People Experiences