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Workforce planner - Cygnific

Posted 26 Mar 2024
Work experience
1 to 3 years
Full-time / part-time
Full-time
Job function
Salary
€2,800 - €3,800 per month
Degree level
Required languages
English (Fluent)
Dutch (Fluent)
Deadline
31 Dec 2021 00:00

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Workforce planner - Cygnific

Amsterdam

Full-time

Introduction

We are looking for a Workforce Planner who will be able to coordinate and execute schedules that meets both agents' and operations' demand. Are you a communicative, service orientated, structured and quantitative thinker who is able to quickly adapt to operating the necessary programs and procedures to constructively support the Workforce Planning team? Keep on reading!

What are you going to do?

Using available resources within the company, the Workforce Planner is responsible to structure and execute the operational planning process in such a way that operational departments will best meet their targets within the areas of service level, productivity, agent satisfaction and flexibility. This also includes providing management information and safeguarding the administration.

Deliver optimal schedules: The Workforce Management Planner is responsible to deliver an accurate short-term forecast and to translate this forecast into an efficient and effective schedule aimed at reaching the targets of the operational departments.

  • Process operational schedule changes: Assure a structure in which needed or preferred changes and activities that affect the already published schedules can be performed, while still reaching targets.
  • Management Information: Interpret and distribute management information to line managers to support them in steering towards their targets.
  • Administration: Safeguard that administration of the used planning tools is continuously updated with all relevant information.

Where do you land?

Cygnific is a proud daughter company of KLM. And we have sky-high ambitions ourselves as well: we want to become the most personal customer service team in the world. Our 1,500 high-flyers from 36 different countries contribute to this every day. In 18 different languages they offer 24/7 service with a smile to passengers and travel agencies via email, telephone, live chat, social media and WhatsApp. Not only in Amsterdam and Enschede; our wings also spread to England, Albania, India and the Philippines.

Your profile

  • Broad experience in working in a call centre or customer care environment of a commercial and service oriented company
  • Higher professional education level (HBO) of work and perception
  • In depth knowledge of planning processes, operational processes and of tools and systems within a call centre environment
  • 1-3 years experience in a similar position
  • Good working skills with common MS office applications
  • Good knowledge of the Dutch and English languages
  • Good proficiency with a workforce management tool, knowledge of Blue Pumpkin is preferred
  • Preferable good proficiency with Verint WFO
  • You are available 32-40 hours

We offer

  • A competitive salary between EUR2800 – EUR3800 gross per month based on 40 hours a week
  • A one-year contract with the prospect of permanent employment
  • A challenging, innovative and international environment with great opportunities for you to explore.
  • A vibrant and international office at Westerpark in Amsterdam and the possibility to work from home.
  • Start date: as soon as possible

KLM, waar innovatie, diversiteit en groei samenkomen. Wij zijn al ruim 100 jaar een pionier in de luchtvaart en Nederlands trots. Heb jij de drive om te vernieuwen en verbeteren, bijvoorbeeld op duurzaamheid en de wijze waarop we samenwerken? Ontdek spannende kansen en maak deel uit van een wereldwijd team dat de luchtvaartindustrie transformeert. Klaar om je carrière te lanceren? Doe mee en laat je talenten schitteren bij KLM.

Aerospace & Defence
Amstelveen
Active in 173 countries
33,000 employees
50% men - 50% women
Average age is 25 years

What employees are saying

Emilie Bruijn

Trainee Tech & Data

Emilie Bruijn

Het sociale aspect van het traineeship is echt een bijkomend voordeel. Iedere vrijdag zijn we sowieso al samen voor de persoonlijke ontwikkeling, maar we sluiten ook iedere vrijdag af met een borrel.

Tommie van Beek

Finance Trainee

Tommie van Beek

Wat ik fijn vind aan KLM is dat je ook de vrijheid hebt om bijvoorbeeld tussen de middag te gaan sporten. Ik vind dat KLM oprecht de work-life balance van haar medewerkers hoog in het vaandel heeft
staan.