Huidige banen gerelateerd aan Resource Planning Specialist, Workforce Management Expert - Amsterdam, Noord-Holland - Netflix
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Resource Planning Specialist, Workforce Management Expert
2 maanden geleden
The Resource Planning Specialist is a critical role that requires a unique blend of analytical and operational skills. As a key member of our CS Workforce Management team, you will be responsible for creating schedule requirements that meet customer demand, while ensuring the reliability and quality of underlying data.
Key Responsibilities- Develop and allocate macro-level schedule requirements across multiple sites, languages, channels, and partners, ensuring data reliability and quality.
- Measure and incorporate schedule shrinkage, inflexibility, and other real-life factors influencing staffing against forecast requirements.
- Ensure BPOs assign agents to schedules according to customer contact arrival patterns, accounting for seasonality, multi-channel capabilities, and unique market nuances and labor laws.
- Identify and execute opportunities to optimize operational metrics through creative scheduling analysis and recommendations.
- Collaborate with internal and BPO partners to ensure efficient operations and create a foundation for delivering short wait times and operational excellence.
- BA/BS degree or equivalent work experience.
- 3+ years of workforce management and/or back-office operations management in a diverse support environment.
- 2+ years of experience developing schedules and other resource planning outputs in a workforce management platform.
- Experience gathering, normalizing, and interpreting data to produce insights.
- Problem-solving and analytical skills.
- Ability to communicate effectively with various levels within the organization.
- Demonstrated ability to multi-task and re-prioritize accordingly.
- Experience in contact centers.
We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully, and do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status.
