Workforce Planning Specialist

hace 3 semanas

Madrid, España Civitatis Tours SL. A tiempo completo

Descripción

¿Te apasionan los viajes, la cultura y el ocio y tienes ganas de participar en el crecimiento de la empresa Nº 1 en servicios turísticos en español?

Si quieres conquistar el mundo con nosotros, te estamos esperando

Actualmente, buscamos una persona para que se incorpore al Departamento de Customer Care como  Workforce Planning Specialist,  en nuestras oficinas del centro de  Madrid . Su objetivo será planificar y gestionar de manera eficiente los recursos de personal, asegurándose de que el equipo alcance sus objetivos operativos y de servicio.

¿Cómo será tu día a día?

Analizar el volumen global de las interacciones para programar adecuadamente el personal con el objetivo de cumplir los requisitos operativos. Gestionar los turnos y horarios de los empleados, asegurándose de que haya suficiente personal disponible en momentos de máxima actividad, optimizando la asignación de recursos. Análisis de datos para prever patrones de demanda y ajustar la planificación cuando sea necesario. Mantener una comunicación efectiva con los equipos operativos y otros departamentos para asegurar una alineación adecuada de los recursos con los objetivos de la empresa. Manejo de Tymeshift u otros sistemas tecnológicos para facilitar la gestión de la fuerza laboral, tales como sistemas de gestión de recursos humanos, y herramientas de análisis de datos. Reportes mensuales, presentación de datos de manera efectiva.

¿Qué buscamos?

Estudios en Administración de Empresas, Recursos Humanos, Estadísticas, Economía o campos afines. Experiencia previa de al menos 2 años en roles relacionados con la planificación y gestión de la fuerza laboral, con un alto componente en la gestión operativa de servicios al cliente. Gran capacidad analítica.  Experiencia con herramientas de gestión y análisis de datos. Se valorará positivamente el conocimiento y uso de Zendesk. Excel nivel avanzado. Inglés B2-C1. Se valorará positivamente la experiencia en Contact Centers y/o Travel.

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