Workforce Planning Officer
Webhelp is a 50,000 people-strong global leader in business process outsourcing (BPO). We continue to specialise in customer experience but our capabilities extend across voice, social and digital channels. Our outsourced services have also expanded to include payment management, sales and marketing services.
We engineer customer experiences on behalf of some of the world’s most progressive brands and through our transformational outsourcing proposition we can drive performance improvement, deliver a real and lasting transformation in clients’ operating models and deliver material financial advantage.
Since its inception, Webhelp has grown significantly with more than 500 partners being served by our global teams which cross 35 countries and more than 140 customer experience hubs. In the last four years alone, our revenues have grown by more han 250%. We achieved this by investing in our people and the environment they work in, and developing the analytical and operating capability to deliver truly transformational outsourcing with solutions which meet the challenges of a now omni-channel world.
Communication skills: Structure and adjust oral and written communication according to the audience.
Listening Skills: Establish trustful and lasting relationships. Understand how motivations and values influence behaviors. Understand other people's point of view..
Writing skills: Write on complex topics in a clear and well structured manner.
Analytical Skills: Handle large amounts of information by separating the various components. Identify the key elements and convey appropriate solutions.
Synthesis skills: Highlight the main ideas of several and fairly complex subjects. Express them clearly.
User/employee database management
Resource planning, based on the project’s needs
On-demand report building and recurrent report automation
Roadmap construction, analysis and management
Forecasting, analysing and scheduling
Post-planning analysis & resource optimization
Delivering recurring or one-shot reports
Delivering continuous trainings to the production teams
Synthetizing and analysing data in order to optimise key performance indicators
Coordinating and communicating with all the production teams
Good Microsoft Office skills (focused on Excel)
Fluency in English (minimum C1), good command of French or second language is a plus
Good communication and analytical skills
Capacity to multitask and to meet tight deadlines
Autonomous and responsible
Above average problem-solving attitude
Minimum knowledge of the labor Code is a plus