WFM & Capacity Strategist (Nordic)

emagine; Stockholms kommun, Danmark; Presencial; SEK 482 000 - 827 000; Tempo integral

Resumo da oferta

emagine seeks a skilled Capacity & Workforce Management contractor in Stockholm to support forecasting, scheduling principles, capacity and resource planning for a Nordic rollout.

Responsibilities include documenting current processes and data, defining planning workflows, roles, handovers, exceptions and KPIs, and translating the design into platform parameters, mappings, reporting requirements and end-to-end tests. Start ASAP for a 7-8 week engagement in Stockholm.

Qualificações

• Customer service operating model design.
• Routing, escalation and service-layer design.
• Human-AI handovers and channel orchestration.
• Customer journey and contact centre transformation.
• Nordic operating model experience is a plus.

Conhecimentos

Customer service design

Routing design

Human-AI handovers

Channel orchestration

Omnichannel service

Ferramentas

Genesys Cloud CX

Descrição da oferta de emprego

emagine seeks a skilled Capacity & Workforce Management contractor in Stockholm to support forecasting, scheduling principles, capacity and resource planning for a Nordic rollout.

Responsibilities include documenting current processes and data, defining planning workflows, roles, handovers, exceptions and KPIs, and translating the design into platform parameters, mappings, reporting requirements and end-to-end tests. Start ASAP for a 7-8 week engagement in Stockholm.