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WFM Scheduler Analyst
David Kennedy RecruitmentEssen, DEVor 6 Tagen
StellenbeschreibungNative or fluent in English (C1 level), with strong proficiency in both written and spoken communication. At least 2 years of experience in a customer service or call center environment, with at least 1 year in workforce management preferred. Familiarity with workforce management processes such as staffing forecasts, scheduling, and performance metrics is preferred. Proficient in using Google Suite (e.g., Sheets, Slides) and Microsoft Office applications (e.g., Word, Excel). Knowledge of local labor laws and regulations related to workforce management and scheduling is a plus. Strong problem-solving abilities, with the ability to make sound decisions in scheduling and resource allocation. Relocation assistance is available Private health insurance after probation period Working as part of a dynamic and multicultural team Regular fruit deliveries for a healthy lifestyle and free drinks Employee wellness schemes to include partnerships with fitness centers, restaurants, and beauty care
David Kennedy Recruitment is working with a leading BPO company which is looking to recruit for a Workforce Management Scheduler Analyst to join their team in Essen.
Role : WFM Scheduler Analyst
Location : Essen, Germany
Work model : Hybrid
Employment type : Contract
Remuneration : Base salary
DUTIES AND RESPONSIBILITIES :
- Create and manage comprehensive schedules, incorporating team needs such as training, coaching, feedback sessions, and future resource requirements.
- Resolve scheduling conflicts and recommend solutions for issues or special requests from team members or clients.
- Collaborate with key operational contacts to effectively schedule activities, including unplanned and planned absences or downtime.
- Provide weekly staffing projections for the upcoming weeks to assist with planning and resource allocation.
- Maintain and update employee records, including skills, scheduling agreements, time-off entitlements, and contractual details in the scheduling system.
- Develop schedules that meet client requirements, incorporating training, coaching, and performance feedback, as well as forecasted team needs.
- Analyze data on workload patterns and use workforce management tools to determine appropriate staffing levels based on historical trends.
- Address discrepancies between actual and expected arrival patterns, recommending adjustments as needed.
- Monitor team trends and attrition, identifying potential issues that could impact resource planning.
- Coordinate with operational contacts to schedule key activities, ensuring smooth workflow.
- Provide realistic staffing plans based on current workforce availability and performance.
- Share weekly staffing outlooks to ensure the program is prepared for the upcoming weeks.
REQUIREMENTS
OFFER