Position: Workforce Manager
* Ensures delivery of key metrics, staffing budgets, training requirements, and performance metrics through optimization of resources.
* Identify and implement reports whenever needed.
* Executes communication strategy for the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy to understand actionable recommendations in Business Reviews and Operational Meetings.
Increases efficiency by recommending staffing strategies that support the needs of a multi-skilled customer contact center.
Serves as a trusted partner and advisor to leadership teams.
* Cooperate with training and operations to coordinate all required staffing for operations.
* Manages workforce management system, related telephony, and process in coordination with the rest of the team.
* Ensure the WFM team’s completion of daily schedule operations, such as leave requests and call outs.
* Be a leading force devising scheduling enhancements and creating new business models.
Works together with the WFM Country Team.
Candidate Characteristics:
Technical Requirements and Computer Knowledge:
* Must hold EU citizenship or valid work permit for Portugal.
* Be a local candidate or willing to relocate to Lisbon, Portugal.
Foreign Languages:
* Italian: native.
* English: excellent (C2).
Previous Work Experience:
* University degree.
* Experience in managing projects.
* Experience in the analysis of data and presentation of business recommendations.
* Experience in Workforce management.
* Experience of work in a call center is desirable.
* Experience in the technology industries is desirable.
Preferred Qualifications:
* Native or proficient level of Italian (C2).
* Proficient English level (C2 mandatory) written and spoken.
* Any additional language is an asset.
* Ability to lead and manage people.
* Good organization skills.
* Effective responsibility and accountability.
* Ability to solve problems and offer suggestions.
* Ability to influence behavior.
* Effective project management.
* Ability to adhere to all organizational policies and procedures.
* Customer Focus.
Educational Qualification: Laurea Magistrale / ciclo Unico (secondo livello) in Scienze economico-aziendali (LM-77, 84 / S).
Willingness to Relocate: Yes.
Willingness to Relocate Abroad: Yes.
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