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Bucharest, full-time

Workforce Manager

On behalf of our client, a shared service site serving roughly 76 countries, provider of global assistance, automotive and travel insurance solutions, we are looking for a Workforce Manager. In this role, you will provide the data, the analytics, and the resource management services that ensure staffing levels are appropriate to handle the incoming volumes while also meeting the needs of the associates and the business.
Shared Services

Responsibilities :

  • Design & set-up workforce management process with Team leaders, Headquarter and Senior Management in order to ensure the best match between workforce and availability
  • Communicate KPIs to Group Performance Management and partner business units
  • Provide quantitative insights to regional operations to identify areas for improvement / best practice
  • Provide workforce management expertise during tender process
  • Offer support to Platform Managers in forecasting discussions for sizing process-platform need/coverage
  • Offer support to the Team leaders in an efficient planning organization and for hotline steering
  • Manage daily staffing level to ensure optimal productivity overall the platform
  • Develop/provide the operational dashboard / monitor KPI’s to give platform managers the required steering tools
  • Take all initiatives for KPI & Workforce improvement
  • Review and improve processes, either by providing best practices through training or automating tasks through custom development
  • Offer support and facilitation between IT and operational teams
  • Implement automated solutions at platform / global competence center level


Desired experience & skills:

  1. 3+ years experience in workforce management, preferably within a contact center or high volume environment;
  2. Previous sound exposure to client and/or senior management;
  3. Expertise in capacity planning, forecasting, real-time management, reporting and sizing;
  4. Proficient in designing or implementing workforce management processes and tools;
  5. Excellent organizational,  project management  and presentation skills;
  6. Able to work with large amounts of data to identify trends and patterns;
  7. Able to manage multiple, complex, ongoing tasks and projects;
  8. High attention to detail with a strong desire to optimize procedures and processes;
  9. Strong verbal and written communication skills;
  10. High achiever and self-starter;
  11. MS Office mastery (Excel, Outlook, PowerPoint) and outstanding ability to learn technology very quickly;
  12. Fluent in English and Romanian
  13. Minimum Bachelor Degree.

To apply, send your resume to lacramioara.radulescu@bpi-romania.com

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