Global Wfm Analyst

hace 2 semanas


Barcelona, Barcelona, España H&M Group A tiempo completo
Company Description

  • It takes a special kind of workplace to make the world's style more sustainable, and fashion more inclusive. A place where unique talents from all over the world come together to form a diverse and dedicated team. A culture of creativity, collaboration & growth. At H&M we welcome you to be yourself and challenge you to grow_
  • At Customer Service (CS), we contribute to H&M Groups vision and growth by making our customers lives easier, providing our customers with exceptional guidance and inspiration, whenever and wherever they connect with us. We serve customers to all brands within H&M Group, through their full shopping journey's. The organization includes around 3500 colleagues globally and 17 established CS centers around the world, so far. We are on an exciting journey to meet and exceed our customers' expectations today, tomorrow and in the future._

Job Description:


As a Global WFM Analyst you are responsible for strategic capacity planning and scheduling for our Customer Service Centers globally.

You develop and update long to mid-term Capacity plans for inhouse CSC markets and monitor and forecast performance KPIs (AHT, Shrinkage, Attrition )

You lead regular Capacity Reviews with stakeholders in the Service Centers and agree on actions to ensure right sizing and to improve efficiency

You offer suggestion to the Service Centers teams on how to improve the service performance, such as (but not limited to): hiring resources, upskilling agents, holiday periods etc


You create mid to short-term forecasts, ensure weekly, daily, and intraday forecast patterns are updated to reflect the actual trends and make updates to forecast considering specific events and volume variations.

Work closely with stakeholders to ensure agent schedule satisfaction and to maintain a healthy Work/Life balance for our advisors.


You monitor and regularly follow up on schedule efficiency and work closely with the local operation teams to find ways of optimizing the scheduling process.


You work closely with your colleagues in other WFM functions as well as other relevant stakeholders in the company to ensure an optimal WFM cycle.

You analyze and report about happenings and trends to provide data driven recommendation for the relevant stakeholders, from operations to WFM functions

You can communicate complex topics and data in an easy-to-understand way.

You proactively make the business aware of future challenges and opportunities. Continuously, you own and strive to develop and improve the WFM working routines and the department success.

Qualifications:


Just like everyone at H&M, we believe you are a social, open, communicative and ambitious team player full of drive and optimism.


Your personal qualities also include:

  • Analytical mindset with structure, accuracy, and precision in your work
  • High integrity where you need to stand up for the decisions you take
  • Great coordinating skills and proactivity
  • Creativity in finding new solutions and better ways of working
  • Entrepreneurial and goal driven
  • Good at simplifying figures and communicating findings to the Business
  • Good at prioritizing, planning and organizing

Your experience & skills
- + 2 years contact center planning and forecasting experience and expertise

  • Formal education within COPC standards is meriting
  • Bachelor's degree in Business Administration/similar field or equivalent experience is meriting
  • Proficient in Microsoft Office, including advanced level in Excel
  • Demonstrated ability to create excel based forecast models and reports
  • Experience using and configuring WFM tools. Experience using Calabrio is a plus
  • Professional and effective interpersonal and communication abilities
  • Strong numerical skills able to work with large datasets and convey data stories to different audiences
  • Fluent in English, both spoken and written.
Additional Information

The position is full time, hybrid (office/home) working and based in our centre in Barcelona. Some travel might be required for this position.

No relocation package is available and requirement to have the legal right to work in the location will be applied.


  • Global Realtime Analyst

    hace 2 semanas


    Barcelona, Barcelona, España H&M Group A tiempo completo

    Company Description It takes a special kind of workplace to make the world's style more sustainable, and fashion more inclusive. A place where unique talents from all over the world come together to form a diverse and dedicated team. A culture of creativity, collaboration & growth. At H&M we welcome you to be yourself and challenge you to grow_ At Customer...

  • Business Analyst

    hace 2 semanas


    Barcelona, Barcelona, España Red Global Limited A tiempo completo

    Direct message the job poster from RED GlobalRegional Account Manager Life Sciences at RED Global We are partnered with a Global client who are looking to hire a Business Analyst for a long term Data project. You will be the subject matter expert immersing yourself into the project to understand problems and find innovative solutions.ResponsibilitiesUpdating...

  • Business Analyst

    hace 2 semanas


    Barcelona, Barcelona, España Red Global Limited A tiempo completo

    Direct message the job poster from RED GlobalRegional Account Manager Life Sciences at RED Global We are partnered with a Global client who are looking to hire a Business Analyst for a long term Data project. You will be the subject matter expert immersing yourself into the project to understand problems and find innovative solutions.Responsibilities1....

  • Business Analyst

    hace 2 semanas


    Barcelona, Barcelona, España RED Global Limited A tiempo completo

    Direct message the job poster from RED GlobalRegional Account Manager - Life Sciences at RED GlobalWe are partnered with a Global client who are looking to hire a Business Analyst for a long term Data project. You will be the subject matter expert immersing yourself into the project to understand problems and find innovative solutions.Responsibilities1....

  • Global Logistic Analyst

    hace 2 semanas


    Barcelona, Barcelona, España corbion A tiempo completo

    At Corbion, we exist to champion preservation in all its forms, preserving food and food production, health, and our planet.We are currently looking for a Global Logistics Analyst to join the logistics team in Corbion. As a Global Logistics Analyst, you assist the logistics department worldwide with their requests related to Sea freight, controlling...


  • Barcelona, Barcelona, España Page Personnel España A tiempo completo

    Being based in Barcelona SSC, key responsibilities are:Act as owner of the People Analytics reporting, liaising with the BI team, HR, IT, Finance and business stakeholders. Ensure that all reporting is accurate globally and troubleshoot any errors, keep track of enhancements. Lead Change Management efforts relating to People Analytics & own relevant...

  • Planning and Wfm Director

    hace 2 semanas


    Barcelona, Barcelona, España TravelPerk A tiempo completo

    We are TravelPerk: a scaling unicorn valued at $1.3billion that has raised over $400m since our creation in 2015. Backed by world-class investors with portfolios including AirBnb, Stripe, Slack, Trello, Gusto, Twitter, Farfetch and Deliveroo, our team is made up of A-players from across the travel and technology industries.Over the past few years, we've been...

  • Global Pricing Analyst

    hace 2 semanas


    Barcelona, Barcelona, España AstraZeneca A tiempo completo

    At AstraZeneca we turn ideas into life changing medicines. Working here means being entrepreneurial, thinking big, and working together to make the impossible a reality. We're focused on the potential of science to address the unmet needs of patients around the world. We commit to those areas where we think we can really change the course of medicine and...


  • Barcelona, Barcelona, España Bunge Iberica Sa A tiempo completo

    Select how often (in days) to receive an alert: Salesforce Global Technical Analyst Date: May 13, 2024 Location: Sant Just Desvern, B, ES, 08960 City : Barcelona Country : Spain (ES)Requisition Number : 33765 Bunge has an exciting opportunity available for a Global Technical Analyst. In this role you will be part of a global team working on challenging,...

  • Global Growth Analyst

    hace 2 semanas


    Barcelona, Barcelona, España Cabify A tiempo completo

    Global Growth Analyst Barcelona Barcelona, Catalunya, ES ¿Quieres cambiar el mundo? Eso es lo que hacemos en Cabify. Nuestro objetivo es hacer de las ciudades mejores lugares para vivir, mejorando la movilidad de las personas que viven en ellas, conectando a pasajeros y conductores con tan sólo pulsar un botón. Es posible que algún día las ciudades...

  • Global Financial Analyst

    hace 2 semanas


    Barcelona, Barcelona, España Teleperformance Spain A tiempo completo

    Teleperformance, a company that values diversity, inclusivity, and employee well-being, is seeking a Global Financial Analyst to join their world-class team in the Marketing and Advertising industry. As a company committed to excellence and inspired to be the best, Teleperformance Spain offers a supportive and inspiring work environment for employees to...

  • Global Operations Analyst

    hace 2 semanas


    Barcelona, Barcelona, España jameda GmbH A tiempo completo

    With a global mission to improve the healthcare experience, Docplanner Group is the world's largest healthcare platform, serving patients and healthcare ecosystems across 13 countries in Europe and LATAM.We develop digital apps and software solutions for doctors, clinics, hospitals, and patients to enhance the collaboration between the healthcare ecosystem...

  • O2c Global Data Analyst

    hace 2 semanas


    Barcelona, Barcelona, España Page Personnel España A tiempo completo

    Position Purpose:The O2C team is looking for a Data Analyst to support the global O2C management and broader team with KPI dataand reporting.Primary Responsibilities:As a member of the Order to Cash team and reporting directly to the O2C Global Services Manager your mainresponsibilities will be: Develop KPIs and reports on the different O2C streams...


  • Barcelona, Barcelona, España Page Personnel España A tiempo completo

    The Global HR Solutions Team is responsible for the complete process of Employee Data creation, maintenance, and reporting. The team acts as platform administrators for the Employee Data platform, team hierarchy tool and Global People/HR Data Analytics & Reporting. This position will be mainly focused on the People Insights & Data Reporting, where will act...


  • Barcelona, Barcelona, España Bunge Iberica Sa A tiempo completo

    Select how often (in days) to receive an alert: Salesforce Global Technical AnalystDate: May 13, 2024Location: Sant Just Desvern, B, ES, 08960 City : Barcelona Country : Spain (ES) Requisition Number : 33765 Bunge has an exciting opportunity available for a Global Technical Analyst. In this role you will be part of a global team working on challenging,...


  • Barcelona, Barcelona, España Blu Selection A tiempo completo

    Do you have experience as an Analyst and do you like working in a people-focused environment, then this position as a Junior Global HR Solutions Analyst could be exactly what you ́re looking forIn this role, you will be focused on employee data creation, maintenance, and reporting for our client. From the Shared Service Center in Barcelona, you will be in...

  • Global Financial Analyst

    hace 2 semanas


    Barcelona, Barcelona, España Acttif A tiempo completo

    : About Tradebe | Tradebe is a leading global environmental company serving several markets, including the industrial, petrochemical, pharmaceutical, oil and gas, etc. sectors. Job Description Tradebe is hiring a Global Financial Analyst (FP&A), based in our global headquarters in Barcelona (Sant Joan Despí). The role combines in-depth analysis of both...


  • Barcelona, Barcelona, España PepsiCo A tiempo completo

    Overview:The Product Management team is tasked with articulation of the vision and leading the execution and implementation of PepsiCo's next generation global Digital and Data infrastructure. The scope encompasses the full Strategy & Transformation agenda, leading all Digital and Data product road mapped initiatives, and is intended to manifest as...


  • Barcelona, Barcelona, España Markem-Imaje A tiempo completo

    The Supply Planning Analyst is responsible for consolidating the Master Production Plan (MPS) files from production sites, monitoring the production outputs vs plan and providing visibility on supply constraints and lead times.In collaboration with production sites, the Supply Planning Analyst reviews the feasibility of the unconstrained demand plan...

  • Global Hr Analyst

    hace 2 semanas


    Barcelona, Barcelona, España Dover Corporation A tiempo completo

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Select how often (in days) to receive an alert: Location: Barcelona, Spain, Romania, Poland, UK or Bangalore , India Markem-Imaje, a wholly owned subsidiary of Dover Corporation, connects products and protects brands through intelligent identification, traceability...