The Opportunity
You will be part of a Global WFM team for a big Travel metasearch account that manages and support several sites and countries in terms of; processes implementation, capacity improvement and alignment. You will be an expert in WFM processes and challenge sites on their numbers and coach them to be empowered on how to manage their capacity plan, models and tools. Participate in client calls where you will be reporting on the site delivery and forecast to the client.
Main Responsibilities
- Follow up of the WFM Cycle in the account
- Collect data from local teams and organize them to analyze.
- Continuous KPI Monitoring and share best practices or actions plans to the sites based on their results
- Proactively identify opportunities and risks and coordinate with different functions when needed – operations, training, workforce management
- Coordinate scheduling and intraday requirements across the sites and send monthly schedules to the client
- Reconcile the WFM processes in the account
- Train and support the current and new WFM teams
- Participate to WFM projects
- Makes recommendations for future improvements based on historical experience.
- Coordinate client's communication on all WFM aspects, participate in client reviews
- Conducts deep dive analysis on any serious deviation on the KPI's
The Qualifications
- Previous experience as a WFM specialist
- Strong skills in WFM including Capacity Planning
- Excel expert
- Analytical skills and understanding of mathematics
- Economical efficiency notions
- Solutions and result oriented, with customer centric approach (internal and external)
- Attention to detail and accuracy are critical
- Strong verbal, written, presentation and interpersonal skills
- Good interpersonal skills and high self sufficiency
- Proficiency in English language (C1-C2)
- Knowledge of scheduling tools (TSQ, Verint, NICE IEX)
- Highly conscientious and diligent
- Team player, available and reliable
- Ability to make others see alternative perspectives of specific challenges and contribute to a cohesive approach for efficient solutions (critical spirit)
Pre-Employment Screenings
By TP policy, employment in this position will be contingent on your successful completion of and passage of a comprehensive background check, including global sanctions and watchlist screening.
Important | Policy on Unsolicited Third-Party Candidate Submissions
TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.
Culture & Belonging
At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate on the basis of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.
