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eDreams 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 delivery.
Main Responsibilities- Forecasting and Optimization: Provide accurate short and long-term forecasts to optimize call center performance, taking into account various internal sources such as PowerBI, Genesys, and Google Query.
- Real-Time Management: Daily check with different call centers to ensure the forecast is being met and adjust to any unforeseen issues.
- Data Analysis: Analyze data to ensure that the information provided is as accurate as possible, and participate in meetings with internal CX stakeholders to understand their business needs.
- Workforce Management: Lead and follow up with local WFM teams, who are outsourced call centers, to ensure adherence, shrinkage, and absenteeism are under control.
- Adaptability: Be flexible and agile to adapt the daily forecast and schedule to meet last-minute requests according to business needs.
- Root Cause Analysis: Perform root cause analysis and implement preventive and corrective actions related to volume, forecasting, and staffing patterns.
- Business Acumen: Have knowledge of cost and P&L data for better decision-making.
- 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 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.
