Senior Workforce Optimization Analyst

hace 2 semanas

Barcelona, Barcelona, España Edreams Odigeo A tiempo completo
About the Role

eDreams ODIGEO is a leading online travel company, and we're looking for a highly motivated and data-driven Senior Workforce Analyst to join our Customer Experience organization. As a key member of our global workforce management function, you'll be responsible for creating world-class processes for forecasting, capacity planning, and service delivery.

Key Responsibilities
  • Provide accurate short and long-term forecasts to optimize call center performance.
  • Monitor and adjust forecasts in real-time to ensure alignment with business needs.
  • Analyze data from various internal sources to ensure accurate forecasting information.
  • Collaborate with internal stakeholders to understand business needs and create forecasting information.
  • Lead and follow up with local WFM teams to ensure adherence, shrinkage, and absenteeism are under control.
  • Be flexible and agile to adapt daily forecasts and schedules to meet last-minute requests.
  • Perform root cause analysis and implement preventive and corrective actions related to volume, forecasting, and staffing patterns.
Requirements
  • 3+ years of experience in leading a workforce management team.
  • Experience in statistical tools for forecasting and optimization of resources.
  • Strong communication skills with an ability to synthesize issues and present to senior audiences.
  • Advanced Microsoft Excel skills.
  • Excellent analytical skills and a passion for data-driven decision-making.
  • Results orientation with a focus on delivering continuous and measurable improvements.
  • Effective decision-making, planning, and organizational skills.
  • Passion for the customer and a customer-first mindset.
  • Strong problem-solving skills with an eye for building new and better systems.
  • Knowledge of industry-leading tools to plan and manage call center capacity.
What We Offer
  • A competitive compensation package with an attractive bonus structure.
  • Excellent environment for continuous growth and learning.
  • Flexible hours and flexible remote work policy.
  • Free eDreams Prime subscription.
  • Relocation packages for new employees.
  • Annual prizes and awards for team and individual achievements.

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