WFM OPERATIONS SPECIALIST- ENGLISH- BRASOV

Employer: Majorel Romania
Domain:
  • Customer Support - Client Service
  • Legal Services
  • Management - Consulting
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Brasov
  • Sinaia
  • Updated at: 09.12.2021
    Short company description

    Majorel este unul dintre principalii furnizori de BPO din întreaga lume. Compania are peste 48.000 de angajați în 28 de țări din întreaga lume, având poziția de lider de piață în Europa, Orientul Mijlociu și Africa, Asia și America. Majorel proiectează și produce soluții personalizate pentru diferite tipuri de business-uri, acoperind o gamă largă de procese comerciale prin oferirea de servicii integrate

    Requirements

    commercial education /preferably work experience in service centers
    - very good computer skills / very good knowledge of MS Office, especially Excel (pivot, etc)
    - very good experience as a scheduling or real time management specialist, minimum 2 years
    - experience with InVision or other planning software beneficial
    - very good understanding of numerical reasoning and analytical thinking
    - very good English spoken and written
    - high communication and interpersonal skills
    - high resilience and flexibility
    - team orientation and ability to motivate
    - analytical, structured, results-oriented approach and a high level of initiative
    - completing tasks with attention to detail and constant accuracy checks
    - ability to analyze critical situation in the context of operational planning with the aim to present solutions
    - ability to interpret complex contractual facts with regard to scheduling
    - available for work schedule: 24/7

    Responsibilities

    - creation and maintenance of scheduling according to the interval forecast while balancing out requirements of the client, the management and the employees
    - controls variations between staff available & required per interval and provides adjustment solutions
    - creation, analysis and editing of forecasts, capacity plans, charts and reports
    - communication interface to employees, operating executives and departments
    - works closely together with WFM Manager and Project Stakeholders
    - continuously analyzes processes, makes suggestions for optimizing them and takes responsibility in implementing new processes
    - optimizing the handled volume for all Channels to ensure the Forecast is met within predetermined KPIs
    and the optimal allocation of skills
    - controlling of staffing and available resources taking into account the forecast targets
    - taking of actions to increase outcome when KPIs are endangered and to minimize commercial losses
    - participate in meeting with clients or potential client when required

    Other info

    Our offer:

    Attractive rewards and additional performance based bonuses
    Annual fixed bonuses
    Full private medical insurance & discounted prices for the dependents of the employee
    Child birth support
    Online library access for passionate book readers
    Various discounts for gym classes & other recreational activities
    Free development training, for both personal and professional purpose, via our E-Learning platform
    Multicultural and enthusiastic work environment
    Lunch vouchers