Hybrid WFM Manager - Porto Portugal (Porto, Portugal, PT, Lisbon, Po) bei Foundever

Come and work with us.

We are looking for a WFM Manager to create future demand (requirements) and ensure there is adequate supply (staffing) to meet the same.

As a WFM Manager your daily responsibilities will include:

• Capacity Plan: Review of the Capacity Plan sent monthly by the client. Plan accordingly to meet the necessary FTE & Production Hours. Weekly review to ensure all assumptions are taken in to account in order to meet the production hours accuracy.
• Recruitment/Hiring Plan: Work closely with recruitment and Operations in order to develop and plan all the recruitment needs until EoY.
• Shrinkage: Plan of Internal and External shrinkage by reviewing %s WoW so we can meet the targets for production and productive hours.
• Training Plan: Constant communication with the training department as we’re looking into creating new hire classes or inside movements such as upskills.
• Business Reviews with the client: WBR and MBR with the client to review all WFM results.
• Absenteeism & Attrition: Ownership of Absenteeism and Attrition in terms of results and projections, while working with the Operations as they are accountable.
• Scheduling Manager: Managing the Scheduling team by having weekly 121 and giving any necessary support to the team. Weekly Scheduling calls with the client to review 
• Interval Staffing results and look ahead in terms of forecasting.

To succeed in the role, you will need to have:

• Native or proficient English (mandatory)
• Other European language will be a plus
• Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook.
• SQL/VBA macros an asset
• Experience with IEX, CMS, Avaya, IEX is an asset
• Must hold EU citizenship or valid work permit for Portugal
• Be a local candidate or willing to relocate to Porto, Portugal

Education and experience

• Ideally higher or University education with a technical background (mathematical or statistical course desirable)
• Experience in managing projects
• Experience in the analysis of data and presentation of business recommendations. 
• Experience in Workforce management
• Experience of work in a call center is desirable. 
• Experience in the technology industries is desirable.

Specific Requirements (when necessary)

• Availability to travel
• Out-of-hours support

Benefits.

• Competitive wages
• Paid professional training
• Employee discounts
• Private healthcare & dental insurance (after six months of employment)
• Growth opportunities through various development programs
• Fun and engaging company-wide initiatives, including our EverBetter wellness program
• Job stability
• Life-long skills and experience
• Excellent work culture

Go further with Foundever®

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. 

Apply today!