Senior Workforce 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 organisation and global workforce management function. As a key member of our team, you'll be responsible for creating world-class processes for forecasting, capacity planning, and service delivery.

Main Responsibilities

  • Develop accurate short and long-term forecasts to optimize call center performance and ensure seamless customer experience.
  • Collaborate with internal stakeholders to understand business needs and create accurate forecasting information.
  • Lead and follow up with local WFM teams to ensure adherence, shrinkage, and absenteeism are under control, and the center delivers what was agreed upon in the forecast.
  • Analyze data from various internal sources, such as PowerBI, Genesys, and Google Query, to ensure the information provided is as accurate as possible.
  • 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, including pivot tables and advanced formulae.
  • Excellent analytical skills and a passion for data-driven decision-making.
  • Results-oriented with a focus on delivering continuous and measurable improvements.
  • Effective decision-making, planning, and organisational skills.
  • Passion for the customer and a customer-first mindset.

About eDreams ODIGEO

We're one of the world's largest online travel companies, serving over 18 million customers across 44 markets. Our mission is to make travel easier, more accessible, and better value for our customers. We're committed to delivering a best-in-class experience and are looking for talented individuals to join our team.

  • Senior Workforce Analyst

    hace 5 días

    Barcelona, Barcelona, España Edreams Odigeo A tiempo completo

    Senior Workforce AnalysteDreams ODIGEO is a leading online travel company seeking 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 will be responsible for creating world-class processes for forecasting, capacity planning, and service...

  • Senior Workforce Analyst

    hace 4 días

    Barcelona, Barcelona, España Edreams Odigeo A tiempo completo

    Senior Workforce AnalysteDreams ODIGEO is a leading online travel company seeking 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 will be responsible for creating world-class processes for forecasting, capacity planning, and service...

  • Senior Workforce Analyst

    hace 2 semanas

    Barcelona, Barcelona, España Edreams Odigeo A tiempo completo

    About the RoleeDreams 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 will play a critical role in ensuring we deliver best-in-class performance from our outsourced...

  • Senior Workforce Analyst

    hace 2 semanas

    Barcelona, Barcelona, España Edreams Odigeo A tiempo completo

    About the RoleeDreams 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 will play a critical role in ensuring we deliver best-in-class performance from our outsourced...

  • Senior Workforce Optimization Analyst

    hace 2 semanas

    Barcelona, Barcelona, España Edreams Odigeo A tiempo completo

    About the RoleeDreams ODIGEO is a leading online travel company, and we're looking for a Senior Workforce Analyst to join our Customer Experience organization. As a key member of our global workforce management function, you'll play a crucial role in ensuring we deliver exceptional performance from our outsourced centers.Key ResponsibilitiesDevelop and...

  • Senior Workforce Optimization Analyst

    hace 2 semanas

    Barcelona, Barcelona, España Edreams Odigeo A tiempo completo

    About the RoleeDreams ODIGEO is a leading online travel company, and we're looking for a Senior Workforce Analyst to join our Customer Experience organization. As a key member of our global workforce management function, you'll play a crucial role in ensuring we deliver exceptional performance from our outsourced centers.Key ResponsibilitiesDevelop and...

  • Senior Workforce Optimization Analyst

    hace 2 semanas

    Barcelona, Barcelona, España Edreams Odigeo A tiempo completo

    About the RoleeDreams 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...

  • Senior Workforce Optimization Analyst

    hace 2 semanas

    Barcelona, Barcelona, España Edreams Odigeo A tiempo completo

    About the RoleeDreams 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...

  • Senior Workforce Optimization Analyst

    hace 2 semanas

    Barcelona, Barcelona, España Edreams Odigeo A tiempo completo

    About the RoleeDreams 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...

  • Senior Workforce Optimization Analyst

    hace 2 semanas

    Barcelona, Barcelona, España Edreams Odigeo A tiempo completo

    About the RoleeDreams 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...

  • Senior Workforce Analyst

    hace 1 semana

    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...

  • Senior Workforce Analyst

    hace 1 semana

    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...

  • Senior Workforce Analyst

    hace 2 semanas

    Barcelona, Barcelona, España Edreams Odigeo A tiempo completo

    About the RoleeDreams ODIGEO, a leading online travel company, is seeking a highly motivated and data-driven Senior Workforce Analyst to join its Customer Experience organization. As a key member of the global workforce management function, you will be responsible for creating world-class processes for forecasting, capacity planning, and service...

  • Senior Workforce Analyst

    hace 2 semanas

    Barcelona, Barcelona, España Edreams Odigeo A tiempo completo

    About the RoleeDreams ODIGEO, a leading online travel company, is seeking a highly motivated and data-driven Senior Workforce Analyst to join its Customer Experience organization. As a key member of the global workforce management function, you will be responsible for creating world-class processes for forecasting, capacity planning, and service...

  • Workforce Management Analyst

    hace 2 semanas

    Barcelona, Barcelona, España Teleperformance Spain A tiempo completo

    Job SummaryTeleperformance Spain, a leading customer experience management company, is seeking a highly skilled professional to join our team as a Workforce Management Analyst. As a key member of our workforce management team, you will play a crucial role in analyzing and improving our workforce management processes to ensure exceptional customer...

  • Workforce Management Analyst

    hace 2 semanas

    Barcelona, Barcelona, España Teleperformance Spain A tiempo completo

    Job SummaryTeleperformance Spain, a leading customer experience management company, is seeking a highly skilled professional to join our team as a Workforce Management Analyst. As a key member of our workforce management team, you will play a crucial role in analyzing and improving our workforce management processes to ensure exceptional customer...

  • Workforce Management Lead

    hace 5 días

    Barcelona, Barcelona, España Sumup Inc. A tiempo completo

    Lead Workforce ManagementSumUp is seeking a seasoned professional to lead the development and implementation of workforce management strategies across our customer service organization. The ideal candidate will have experience in managing workforce management teams, be data-driven, and possess excellent communication skills.Key Responsibilities:Develop and...

  • Workforce Management Lead

    hace 4 días

    Barcelona, Barcelona, España Sumup Inc. A tiempo completo

    Lead Workforce ManagementSumUp is seeking a seasoned professional to lead the development and implementation of workforce management strategies across our customer service organization. The ideal candidate will have experience in managing workforce management teams, be data-driven, and possess excellent communication skills.Key Responsibilities:Develop and...

  • Workforce Management Lead

    hace 2 semanas

    Barcelona, Barcelona, España Sumup Inc. A tiempo completo

    **Job Summary:**SumUp Inc. is seeking a seasoned professional to lead the development and implementation of workforce management strategies across our customer service organization. The ideal candidate will have experience in managing workforce management teams, be data-driven, and possess excellent communication skills.**Key Responsibilities:**Develop and...

  • Workforce Management Lead

    hace 2 semanas

    Barcelona, Barcelona, España Sumup Inc. A tiempo completo

    **Job Summary:**SumUp Inc. is seeking a seasoned professional to lead the development and implementation of workforce management strategies across our customer service organization. The ideal candidate will have experience in managing workforce management teams, be data-driven, and possess excellent communication skills.**Key Responsibilities:**Develop and...