WFM Business Partner

Join Our Team as a WFM Business Partner

About The Job

We are looking for a dedicated WFM Business Partner to join our team. You will be responsible for managing communication lines and ensuring that meeting structures are upheld across various departments, including Planner, Scheduler/Traffic, and Operations. The role requires adherence to the company's WFM standards and a commitment to maintaining the WFM quality of the assigned project(s). As a WFM Business Partner, you will guide operations with WFM-related inquiries and continuously seek opportunities for efficiency improvements. Your expertise will be pivotal in ensuring that our workforce management processes are optimized and effective.

Responsibilities

• Establishing which capabilities are required and into which level individual team members have the potential to fulfill these requirements.
• Monitoring the implementation of work activities of individual team members, qualitatively and quantitatively.
• Training new team members and assure progress.
• Handling the performance review cycle.
• Motivating the people to have the best of them.
• Organizing team meetings.
• Attending and participating in planning consultations between WFM and the Client Team regarding planning and traffic.
• Evaluating required and available capacity (people and workspace), pointing out discrepancies.
• Make action plans for the operations.
• Consulting with Operations about efficiency improvements.
• Setting up new structures within the project, i.e., adding new lines of business.
• Make sure traffic and planning are aligned and aware of both situations.
• Single point of contact.
• Responsible for the WFM results delivered within projects.
• Works according to the governance and meeting structure of 5CA.
• In charge of troubleshooting and problem-solving.
• Proactively advise the operations.
• Aware of all the priorities regarding WFM topics i.e., under/overcapacity, increased nonpresent shrinkage, and act on this.
• Check what’s necessary and where we can improve in order to have a smooth operation.

About you

• You are located in Egypt, South Africa, Philippines or Romania
• Experience in account/sales & service center environment.
• Higher professional education level (Bachelor level) or working experience on this level.
• At least 4 years of experience in planning – and operational processes in an international environment.
• Knowledge of COPC standards and Lean Six Sigma methodology would be a plus.
• Insight into call center tools, as well as WFM tools (i.e. Verint, Injixo);
• Proficient in English (verbal & written).
• Basic computer skills and elementary proficiency and knowledge of MS Office (Word and Outlook) and Windows/Mac OS X.
• Advanced proficiency and knowledge of MS Office (Excel and Power BI).
• The ambition and energy to set up a WFM structure with a long-term vision for your projects.

Technical Requirements

• A minimum internet speed of 10 Mb/s download and 10 Mb/s upload internationally.
• A minimum of 8 GB RAM
• A 64-bit version of Windows 10 or newer, or macOS 10.11 or newer
• An Intel Core i5-8260U or better/similar.
• A smartphone usable for two-factor authentication that runs at least:
  • Android 8.0 or newer
  • Apple iOS 15.0 or newer

5CA Offers

• An organization in hyper-growth with an international, inclusive company culture
• A talented and engaged workforce, working from home across the globe
• An appropriate salary based on market standards
• Remote working opportunities
• Continuous learning and plenty of opportunities for growth within your field of expertise