senior wfm PlannerConectys

Senior WFM Planner will ensure that resources are managed efficiently and effectively in order to optimize the use of resources to achieve performance targets: determine resource requirements for all campaigns and lines of businesses dealing with customer contacts, ensuring that shifts are aligned to customer demand & commercially viable, while meeting service standards.
With over 3000 employees across 10 sites, Conectys is one of the fastest growing BPOs on the market, offering multilingual outsourcing services to customers in the Gaming and Entertainment, Consumer Electronics, Healthcare industries and many more. Here at Conectys we work together to support each other in a common interest, making our customer's success our own success.
Within your role, you will:
• Accurately prepares forecasts for call & non-call workloads and resources, monitoring drivers against business change & developing models to improve accuracy:
• Short, mid and long-term Forecast;
•Interval Forecast (per 30 minutes or 15 minutes);
• Normalizes volume (removes anomalies and seasonality) to ensure that instances are taken out that should not be incorporated in the forecast;
• Based on Contact Center trends, generates staffing requirements for Long Term, Hiring and Training and Short Term, and consistent delivery of accurate staffing forecast;
• Provides recommendations for required HC based on forecasted volume or target hours, determines handling capacity;
• Schedules resources/agents in order to maximize SLA performance and ensures labor law of each location is followed.
• Plans and Schedules staff duties according to skill sets based on 15 minute or 30-minute intervals in order to ensure that resources meet forecasted business demand profiles and that Contact Management is staffed to be operationally effective on specific hours of operation. This includes managing the production of schedules for those on Full time and Part Time contracts, ensuring that all legislative requirements are met, and that fair rotation of preferences is applied;
• Creates and manages shift schedules and other activities for the employees handling contacts with the compliance of the Labor rules of each site supported;
• Presents the Plan to internal Operations Leaders and open for revision if needed;
• Create/prepare/manage Anticipated Performance Report file;
• Presents, on request, to the client information about volumes, challenges, schedules and potential/applied changes;
• Tracks forecast to actual performance and uses data/information for the next forecasting cycle.
What will make you successful for the role:
Tertiary education
A B2 English spoken level and English written level
Minimum 1 year experience in WFM Planner(junior) position;
Knowledge in the WFM theories and best practices and/or Data Management - as indicated in the WFM Excel testing methodology and WFM Planner specialization exam;
Sounds good? Find out what you can get:
Competitive salary package
The opportunity to work in a multi-cultural environment
Private medical insurance
Learning programs for your development
Wellness activities for your wellbeing
We take pride in our approach to diversity, as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff, regardless of race, gender, religion, sexual orientation, responsibility for dependents, age, physical/mental disability or background.
Summary of role requirements:
Looking for candidates available to work on weekdays
1 year of relevant work experience required for this role
Working rights required for this role