Global Workforce Planning Specialist
4 days ago
Job Title: Workforce Planning Specialist
We are seeking an experienced Workforce Planning Specialist to join our team in North Dublin. The successful candidate will be responsible for planning and scheduling workforce resources across multiple customer contact locations.
The ideal candidate will have a strong understanding of workforce management principles, including forecasting and scheduling, as well as experience working with contact centre tools such as AWS and Verint.
Key Responsibilities:
- Forecast and schedule staffing needs across all contact channels and regions.
- Monitor and adjust real-time resource allocation to meet service levels.
- Manage demand fluctuations, including during disruption or emergency events.
- Collaborate with Command Centre and tech platforms to align resources.
- Oversee global case handling across systems.
- Track and report on agent adherence, occupancy, productivity, and performance.
- Lead operational readiness planning and contingency simulations.
- Provide daily/weekly/monthly performance reports and insights.
Required Skills & Qualifications:
- Third-level degree in Business, Economics, Commerce, or equivalent experience.
- Proven experience in workforce management within a large contact centre.
- Strong people management and stakeholder engagement skills.
- Hands-on knowledge of contact centre tools.
- Advanced proficiency in Excel and reporting tools.
- Excellent analytical, communication, and problem-solving skills.
Benefits:
- Full-time position with flexibility required for disruptions support.
- Salary competitive with industry standards.
- Occasional international travel to contact centre locations.
Additional Information:
- Flexible working hours required.
- Ability to work independently and in teams.
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