Senior WFM Planner: Forecasting & Scheduling

Conectys; Viseu; Híbrido; EUR 30 000 - 48 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Meal vouchers

Private medical insurance

Resumo da oferta

Conectys is seeking a Workforce Management Planner to join our Operations team in Portugal. You will organize workflows and accurately assign agents to workloads in compliance with local labor laws, while growing your career within a transforming outsourcing environment.

You will forecast staffing needs, recommend headcount, and design shift plans that meet legislative requirements and team preferences. The role offers both office presence and work-from-home possibilities, with ongoing

Qualificações

• University degree required.
• 3+ years of experience in Workforce Management or related field.
• Proficiency in forecasting, capacity planning and scheduling.
• Strong analytical and communication skills.
• Excellent command of Microsoft Excel.

Responsabilidades

• Based on Contact Center trends, generate staffing requirements for long/short-term hiring and training, and consistently deliver accurate staffing forecasts
• Provide recommendations for required headcount based on forecasted volume or target hours, and determine handling capacity
• Create and manage shift schedules and other activities for the employees, ensuring that all legislative requirements are met and that a fair rotation of preferences is applied
• Present the plan to internal Operations Leaders
• Present, on request, to the client information about volumes, challenges, schedules, and potential/applied changes
• Track forecast to actual performance and use data/information for the next forecasting cycle

Conhecimentos

Forecasting

Capacity planning

Scheduling

MS Excel

Analytical thinking

Communication skills

WFM concepts

Formação académica

University degree

Ferramentas

Excel

Descrição da oferta de emprego

Conectys is seeking a Workforce Management Planner to join our Operations team in Portugal. You will organize workflows and accurately assign agents to workloads in compliance with local labor laws, while growing your career within a transforming outsourcing environment.

You will forecast staffing needs, recommend headcount, and design shift plans that meet legislative requirements and team preferences. The role offers both office presence and work-from-home possibilities, with ongoing