We are looking for a WFM Coordinator to Stockholm!

Teleperformance är världens ledande leverantör av outsourcing CRM och kundservice. Vi erbjuder överlägsna resultat i att hantera företags kundservice och teknisk support. Teleperformance grundades i Paris, Frankrike 1978 och är ett globalt företag med en närvaro i 62 länder med mer än 185.000 anställda på 270 kundservicecenter. Som en del av Teleperformance-gruppen består
Teleperformance Nordic AB av 7 kontor i Norden med 1500 anställda. För mer info besök www.teleperformance.com , www.teleperformancecareer.com .



Are you interested in working with optimizing and maximizing productivity and Gross Margin? Then the position as a WorkForce Management Coordinator is the job for you!

What does a WorkForce Management Coordinator do?

The main objective of the WorkForce Management support function is to equip the operations with optimized plans for staffing and scheduling to deliver the best service possible according to client requirements.

As a WorkForce Management Coordinator you will act as WorkForce Management Intelligence with regular reporting on Key Performance Indicators and staffing levels to Operations, Account Management and Clients. You will be responsible for reviewing the current processes for forecasting, scheduling and shift production to uncover potential opportunities for improved efficiency. You will also work together with the Operational team to monitor the schedule adherence and identify opportunities for improvement to maximize productivity and Gross Margin.

You will be responsible for coordinating the operational forecasting and scheduling processes for one or more projects. Within your projects you will be responsible for monitoring and managing contact center demand across all skills down to intraday level, balancing activities and staffing to ensure that Key Performance Indicator targets are reached. These tasks also include ensuring that shrinkage is taken into account and that all off line activities (e.g. Absence, Holidays and meetings) are administrated according to the processes.

You will be responsible to liaise with the client on all planning processes to ensure a collaborative approach and that a formal “handshake” takes place before committing to the plan. You will also assist with budget planning and other ad hoc requests regarding resource planning. 

Who do we look for?

Former experience from analytic and strategic work in a contact center environment will provide you with good basic knowledge to perform in a position as a WorkForce Management Coordinator. If you are used to work with developing and managing processes you are going to be well aware of the challenges of this position and how to manage and move forward towards a winning concept. You enjoy building client relationships within the field of Resource Optimization and you have former experience from working with budgets and capacity plans.

You have former experience of planning tools, especially WFM with the ability to exploit functionality. You have an understanding for the utilization of Erlang calculations. Excellent diplomacy, management and interpersonal skills will come in handy since you will have to be proactive and reactive to everyone’s needs. Self-motivation, enthusiasm and professionalism are beneficial in the role as a WFM-coordinator as well as the ability to make decisions. You have the ability to promote the introduction of new ideas by continuous improvement initiatives.

Does it sound interesting?

Submit your application today!

For questions, contact Mike Holmes, Director of Planning and Business Analytics: mike.holmes@se.teleperformance.com