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Workforce Planner / WFM Specialist

Posted 24 Mar 2024
Work experience
2 to 5 years
Full-time / part-time
Full-time
Job function
Degree level
Required languages
English (Fluent)
Dutch (Fluent)

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Job description

This is what you do

At 5CA, we provide contact center services for more than 20 different clients in the tech and gaming industry. Our services are delivered from our Headquarters in the Netherlands, our contact centers in the United States and Argentina, and a growing number of locations worldwide using our remote workforce. As Workforce Planner you will be responsible for delivering, maintaining, and coordinating our operational capacity and delivering optimal schedules to ensure that 5CA’s operation runs smoothly across all projects.

You’re an experienced workforce planner with a background in a commercial and/or sales and service center environment, energetic, ambitious and able to translate 5CA’s operational goals into a long-term Workforce Management structure. You are highly analytical and accurate and speak English at a professional level. All this to service our workforce and:

  • Deliver, maintain and coordinate short/mid-term capacity planning;
  • Create optimal workforce schedules (setting up a coverage mapping, identifying gaps and discrepancies in the ideal covering);
  • Process operational schedule changes (manage sudden and unforeseen activities while still reaching targets);
  • Generate Management information (both on-demand and proactively);
  • Plan training needs (based on coverage forecasts as well as for new project needs);
  • Maintain and safeguard planning applications (technical maintenance on the integrations with our ACD, the setup of all skills, queues and activities).

Requirements

This is you

  • Experience in commercial and/or sales & service center environment;
  • Higher professional education level (Bachelor level) or working experience on this level;
  • At least 2 years of experience in planning – and operational processes in an international environment;
  • Insight into callcenter tools, as well as with a WFM tool (for instance Injixo or Invision);
  • In-depth knowledge of the English language; (Dutch is a plus);
  • The ambition and energy to set up a WFM structure with a long term vision;
  • Analytical, numeric insight, accurate, fun to work with.

Interested?

Let us know! Make us briefly understand why you see this specific role as the perfect next step in your career, and why you are ready to take on this challenge.

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Other
Utrecht
600 employees