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Workforce Schedule Analyst
hace 2 meses
col-wideJob Description:
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 named the fastest-growing SaaS startup in the world by SaaS1000 and featured as one of the hottest startups to watch by both Forbes and Wired. We're revolutionizing the B2B corporate travel market—worth over $1.3 trillion— to connect people in real life in an enjoyable and sustainable way.
TravelPerk are innovators. During the last year we have welcomed and acquired the likes of Click Travel, NexTravel and Albatross to the team. From TravelCare, to FlexiPerk and of course GreenPerk we are shaping the future of the industry. Our team continues to emerge stronger and stronger as we adjust to the new normal—and that's where you come in
If you're ready to take off with us, keep reading
We are looking for a **Workforce Analyst **to join the Customer Care team Are you a truly data-driven DNA and a strong process orientated person? Let´s talk
- This role can be based from_ Barcelona and requires you to be in the office once-twice per week._
**As a Workforce Planner Analyst, you will**
- Generate and modify agent schedules within Customer Care (CC) to ensure coverage and Service Level Delivery in a multi-location and multi-skill environment.
- Work with key internal and external stakeholders across a fast-paced, collaborative environment.
- Identify potential gaps in schedule coverage and present schedule recommendations to the business to proactively address those gaps.
- Provide staffing requirements at an interval level, based on current volume, productivity, and shrinkage projections.
- Update on a daily basis the Workforce system with the unplanned exceptions.
- Manage the time-off and bank holidays agents request based on available slots.
- Work with CS Management to schedule shrinkage time, such as meeting, training, coaching, etc.
- Proactively, work with our real-time analyst to re-optimize daily schedules to maximize our productivity.
- Maintenance WFM software includes setup of new associates, changes to department and supervisor, and removal of associates upon resignation/termination.
- Developing a culture of continuous improvement within resource management practices on site and in the wider network.
- Develop and administer creative scheduling solutions to increase call center staffing productivity
- Develop contingency plans, direct activities during problem resolution efforts and participate in post-resolution analysis.
- Support, coach internal agents and educate global operations on WFM principles and the importance of schedule adherence.
- Develop and implement scheduling processes and procedures to support full engagement with internal data providers and stakeholders
**What you need**:
- Demonstrable experience going above and beyond to provide an amazing service that delights customers/agents (what we call a 7-star customer experience)
- Fundamental understanding and ability to speak to WFM/contact center metrics and terminology.
- +2 years experience with **workforce systems** such as; Agyle, Calabrio Teleopti, Aspect WFM, Nice IEX, Genesys WFM, or Verint WFM.
- Demonstrable experience with Google Sheets and MS Excel (e.g. creating spreadsheets, v
- or x-lookups, index/match, pivot-tables, etc.)
- Strong people focus. You enjoy working with teams even within challenging times, and know how to make complex decisions thinking about the whole team.
- Ability to see the big picture and cascade it to the team to ensure continuous alignment with company/department goals.
- A truly data-driven DNA and a strong process orientation, possessing experience in building and rolling out efficient processes and programs, and in task automation
**Bonus points for**
- A true aim to listen carefully, explore new ideas, and coach/get coached
- Flexibility to learn from what you've done in the past, not adhere rigidly to it.
- Strong character, perseverance, and grit. You are truly resilient and positive.
- Enjoy working as a true owner: assuming responsibility and commitment to ambitious goals and tight deadlines
- Continuous improvement is in your blood. The bar is high but you always aim to set it higher. You keep abreast with news and updates to keep yourself informed and the company to the highest standards
- A genuine sense of ownership: you feel comfortable working outside of the comfort zone, and you are ready to go the extra mile and inspire others to do so when needed.
**What do we offer?**
- Competitive compensation including equity in the company
- Generous vacation days so you can rest and recharge
- Health perks such as private healthcare or gym allowance depending on your location
- "Flexible compensation plan" to help yo
