Senior Workforce Management Planner

Conectys; Portugal; Híbrido; EUR 36 000 - 48 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Private medical insurance

Learning & development programs

Meal vouchers

Work from home possibilities

Resumo da oferta

Conectys in Portugal is seeking a Workforce Management Planner to join the Operations team. You will organize workflows, assign agents to workloads, and ensure compliance with site labor laws while supporting career growth.

You will forecast staffing needs, create shift plans, present plans to leaders and clients, and track forecast accuracy to improve future cycles. The role offers a modern office plus work-from-home options and a competitive compensation package.

Qualificações

• University degree
• English proficiency at B2/C1 level (written & spoken)
• Minimum 3 years in Workforce Management with forecasting, capacity planning, and scheduling
• Knowledge of WFM and data management theories & best practices
• Excellent command of Microsoft Office tools (especially Excel)

Responsabilidades

• Based on Contact Center trends, generate staffing requirements for long/short-term hiring and training, and 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 activities for employees, ensuring legislative compliance and fair rotation of preferences
• Present the plan to internal Operations Leaders
• Present to the client information about volumes, challenges, schedules and changes on request
• Track forecast vs. actual performance and use data for the next forecasting cycle

Conhecimentos

Forecasting

Capacity planning

Scheduling

Analytical thinking

English (B2/C1)

Formação académica

University degree

Ferramentas

Microsoft Excel

Microsoft Office

Descrição da oferta de emprego

Workforce Management Planner, you are part of the Operations team, the center of our business. Within the role you will get the chance to organize workflows. You will accurately assign agents to workloads in compliance with the Labor Laws of specific sites. Above all, you will get a chance to grow, learn, and build your career.

Conectys, we’re turning the page from Business Process Outsourcing to Business Transformation Outsourcing. The result: elastic, lightning-fast and cost-efficient CX, Trust & Safety compliance, Data Annotation & Labeling, and Content Moderation. Business transformation goes beyond adding headcount in outsourcing with our four-talent engine that is designed to transform business operations in a more agile, intelligent and cutting-edge way. Conectys is human expertise and native technology, working in seamless harmony and driving business growth

Your responsibilities:

• 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 (HC) 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

Our requirements:

• University degree
• A B2/C1 level of English (both written & spoken)
• Minimum 3 years of experience in Workforce Management, including forecasting, capacity planning, and scheduling (previous Real-Time Management experience is considered an advantage)
• Knowledge of the WFM and/or Data Management theories & best practices
• Excellent command of Microsoft Office tools (especially Excel)
• Analytical, structured thinking

What we offer:

• Competitive salary package (salary + performance bonus) & meal vouchers
• Learning & development programs to help you grow
• Work from our modern, stylish office / work from home possibilities
• Private medical insurance to keep you covered

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.