Workforce Manager

**What is Exoticca?**

At Exoticca we are looking for people who want to offer the best of themselves and to generate unforgettable experiences for their users.

We are a young, dynamic, multicultural team, in a moment of international expansion and therefore, we are looking for new traveling companions.

Exoticca is a company created in 2013 by professionals specialized in the development and online distribution of travel.

Our mission is to provide our clients with the possibility of getting to know the most beautiful and stimulating places on the planet, through the best travel proposals on the market.

Features such as innovative design, easy usability, and intuitive navigation, together with values such as transparency, dedication to service, security, respect and admiration for the different cultures of the world, make Exoticca the ideal showcase to publicize your establishment and retain a high profile customer.

**What do we offer?**

We’re looking for an experienced “Workforce Manager” to join one of today’s fastest-growing travel companies. You will be responsible for managing the WFM function for the CSS Department at Exoticca, consisting of Sales, Customer Service, B2B and Travel Operations contact centre teams. Your main responsibilities will be to optimize future contact forecasting, agent scheduling and insights reporting to ensure our 24/7 multilingual Sales & Support teams work efficiently. This is an exciting opportunity to utilize your skills in exchange for a highly competitive salary and unlimited career progression opportunities

**What will you do?**
- Responsible for preparing and managing staffing and scheduling to ensure that a sufficient amount of staff is available to perform all required tasks.
- Responsible for assessing staffing levels daily, and monitoring attendance and schedule adherence.
- Produce regular/ad-hoc reports of staff members’ attendance and performance for the human resources department, which is being used to determine whether employees are effectively utilized, or to develop strategies to recruit qualified staff.
- Provide real-time and historical reports containing performance data to support operations management.
- Serve as the real-time monitor for the operations team by providing direction, guidelines, and performance updates to hit service level goals.
- Communicate with the operations, management, and human resources teams to be sure that all departments are abiding by company standards.
- Responsible for appropriately responding to service level variations by working with clients and operations to match staff to demand and/or reallocate call volumes.
- Implementation and continuous improvement of an intelligent workforce management software tool to migrate away from spreadsheet scheduling.
- Analyze schedule performance, forecast accuracy, and underlying assumptions, as well as historical trends, and make continuous adjustments and improvements to the forecasting, headcount planning, and scheduling process to make sure both service levels and profitability goals are met.
- Review and optimize holiday approval processes to balance operational efficiency with employee satisfaction.
- Forecasting future contact volumes for all LOBs at monthly, daily and hourly intervals with a maximum of 5% deviation.

**Requirements**:
**Previous Experience**:

- Minimum of (2) years experience as a contact center Workforce Manager.

**Linguistic Skills**:

- C1/C2 level English (verbal, reading, writing) is required.
- B1/B2 level Spanish (verbal, reading, writing) is a bonus.

**Technical Knowledge**:

- Experience with workforce management systems used to manage schedules, workflow, and statistical data (ie: Calabrio/Teleopti, Nice).
- Knowledge or relevant experience in forecasting, planning, and scheduling calls or contacts or work volumes and staff or vendors, ensuring optimal performance.
- Analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement.
- Knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA.
- Ability to summarize, visualize, and present data.
- Familiarity with CRM, order management, and contact management systems and practices are essential.
- Salesforce knowledge and experience are highly desired.
- Must be proficient with Microsoft Excel or Google Sheets, in order to store data,
- Create reports, produce schedules, and perform other tasks.
- Must be familiar with business intelligence tools. (ie: Power BI, Looker)

**Education**:

- Bachelor’s degree in Mathematics, Business Studies, Business Administration, or equivalent.

**Essential Skills**:

- Passionate about customer service and sales
- Passionate about travel and exotic destinations
- Analytical skills for reviewing information, analyzing data, and making appropriate recommendations for improvement.
- Strong communication skills to ensu