Workforce Manager

Goals:

• Match supply and demand in all our Customer Support & Excellence centers.
• Analyze customer & market behavior and trends in all our channels and use this data to forecast, plan and maintain the required resources.
• Set up & execute the WFM strategy & policy.

Function description:

• The Workforce Manager is responsible for optimizing staffing levels, forecasting workload demands, and ensuring customer support meets service level objectives.
• This role involves workforce planning, overseeing scheduling and real-time management.
• Providing actionable insights to improve operational efficiency and enhance customer satisfaction.

Academic requirements:

• Bachelor or Master Degree in marketing, economics, data-science
• Higher Managerial Education

Minimum working experience

•  3 years’ experience in the OTA or Operational travel business
•  3 years in workforce management focussed on Forecasting & requirements setting.
•  Adequate knowledge of Customer Support related technology including ACD, CTI, and resource planning tools.
• Fluent written and spoken English is essential.
• Pragmatic with hands-on approach and sense of urgency
• Analytical (understanding flows, tools related to processes)
• Experienced in Google Suite, Back Office tools, creating and analysing reports
• Energetic and positive mind-set

Tasks and Responsibilities:

Workforce Planning and Forecasting

• Analyse historical data, trends, and seasonal variations to forecast call volumes, emails, chats for Customer Support and back-office work for the Excellence Centre.
•  Develop short-term and long-term staffing models to ensure resource alignment with projected workload.
• Provide input on hiring needs to maintain adequate staffing levels.
• Scheduling and Capacity Management
• Oversee the creation of agent schedules, ensuring coverage aligns with service level agreements (SLAs)
• Identify and address potential understaffing or overstaffing scenarios.
• Data Analysis and Reporting
• Generate and analyze performance metrics, including occupancy, shrinkage, adherence, and forecast accuracy.
• Prepare regular reports for leadership on operational performance and efficiency.
• Identify opportunities for process improvements through data-driven insights.
• Pro-actively support Traffic Managers with providing remarkable performances of agents interims of AHT, after-work-time etc.

Technology Utilization:

• Leverage workforce management (WFM) tools and software for forecasting, scheduling, and monitoring.
• Stay updated on industry trends and recommend new tools or technologies to enhance workforce efficiency.