The Workforce Planner is responsible for staffing and scheduling Customer Service, Employees and Support Staff. Assists in processing reports and provides support for our Customer Service Department to ensure that we are meeting our Service level targets and goals. Builds a strong relationship with the operation with the ability to make recommendations to management using data to support the proposal.
Accountable for planning and generating all downtime;
Accountable for the preparation and publication of future schedules;
Assists in the monitoring of AR workload;
Administrates the changes in the work schedule;
Responsible for planning and processing of holiday requests;
Creates ad-hoc schedules;
Partners with Real Time Analysts and Deployment team to ensure resources are scheduled to manage workload;
Identifies and resolves potential staffing issues;
Provides feedback for future language hiring needs as well as attrition reporting;
Timely provides a variety of reports;
Assists/collaborates with Customer Service Management to achieve and maintain Key Performance Indicators;
Maintains, collects, and tracks processes for relevant data;
Maintains appropriate records of contacts and results on a daily basis;
Identifies and resolves potential staffing issues to ensure service level targets are met by utilizing an extensive coverage examination process;
Additional responsibilities and/or projects, as assigned.
At least 1 to 3 years of relevant working experiences;
High School diploma or equivalent required;
Previous experience in Workforce Planning/Management is required;
Strong written & verbal communication and presentation skills are essential, ability to liaise with internal and external customers and stakeholders;
Outstanding analytical skills with ability to see trends and patterns in data;
Experience with Microsoft Word and Microsoft Excel required;
Excellent organizational skills, effectively managing multiple projects and working effectively with management and employees at all levels;
Ability to make decisions at times outside of black and white guidelines.
You are already working in the Netherlands as we do not support any relocation for this position.