Workforce Management Analyst

Konecta; Lisboa; Presencial; EUR 28 000 - 42 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

International environment

Career growth

Training opportunities

Team environment

Competitive salary

Resumo da oferta

A Konecta, empresa multinacional de BPO, procura um especialista em Workforce Management (WFM) para a operação em Lisboa, apoiando a eficiência de uma operação internacional.

As responsabilidades incluem monitorizar o desempenho em tempo real, prever necessidades de pessoal e apoiar o agendamento, com foco na melhoria contínua de processos. O candidato ideal possui fortes capacidades analíticas, organização e boa comunicação em inglês.

Qualificações

• Experiência anterior em Workforce Management/Planning/Real-Time Management.
• Experiência em contact center/BPO é vantagem.
• Fortes habilidades analíticas e de resolução de problemas.
• Bom conhecimento de Excel e análise de dados.

Responsabilidades

• Monitorizar o desempenho em tempo real e os níveis de força de trabalho.
• Analisar requisitos de staffing e prever necessidades de negócios.
• Apoiar agendamento e planejamento de workforce.
• Monitorizar indicadores WFM como service level, occupancy, adherence e staffing.
• Identificar lacunas entre previsões e desempenho real.
• Fornecer recomendações para otimizar o staffing e a eficiência operacional.
• Preparar e analisar relatórios diários, semanais e mensais de desempenho.
• Trabalhar com Operações, Planeamento e outras partes interessadas para atender às necessidades.
• Apoiar melhoria contínua de processos e ferramentas WFM.

Conhecimentos

Análise de dados

Comunicação

Trabalho sob pressão

Organização

Identificação de tendências

Ferramentas

Excel

Descrição da oferta de emprego

Descrição do cargo

Konecta is a multinational company specializing in Business Process Outsourcing (BPO), delivering end-to-end solutions that include front-office and back-office operations, as well as the management and monitoring of external agent activities. Driven by a commitment to quality, excellence, and innovation, Konecta is dedicated to creating value for its clients while making a positive contribution to society.

We are looking for a Workforce Management (WFM) Specialist to join our team and support the performance and efficiency of an international operation.

Responsibilities

• Monitor real-time operational performance and workforce levels.
• Analyze staffing requirements and forecast business needs.
• Support scheduling and workforce planning activities.
• Monitor key WFM indicators such as service level, occupancy, adherence, and staffing.
• Identify gaps between forecasted and actual performance.
• Provide recommendations to optimize staffing and operational efficiency.
• Prepare and analyze daily, weekly, and monthly performance reports.
• Work closely with Operations, Planning, and other stakeholders to ensure business needs are met.
• Support continuous improvement of WFM processes and tools.

Requirements

• Previous experience in Workforce Management, Planning, Real-Time Management, or a similar role.
• Experience in a contact center/BPO environment is a plus.
• Strong analytical and problem-solving skills.
• Good knowledge of Excel and data analysis.
• Ability to work with large amounts of data and identify trends.
• Strong organizational and communication skills.
• Ability to work under pressure and meet tight deadlines.
• Good level of English, both written and spoken.

What We Offer

• International and multicultural work environment.
• Professional development and career growth opportunities.
• Training and continuous learning.
• Dynamic and collaborative team.
• Competitive salary and benefits package.
• Opportunity to work on an international project with a global organization.