Workforce Management Specialist
The Workforce Management specialist is responsible for maximizing the performance levels within the Service Desk regional teams and ensuring an optimized support coverage for their area.
Managing the regional workforce by forecasting contact volumes and accordingly manage and coordinate shifts for the region to the optimal level
Absence management (holiday, sickness, etc.)
WFM tool level 1 support and management
KPIs and adherence targets setup and management
Scheduling and shift patterns management and setup (e.g. legal requirements, operational requirements, trainings, etc.)
Performance and adherence monitoring
Monitoring of schedule adherence and taking appropriate corrective actions
Weekly / monthly adherence reports and inputs for CI
Performance management reports and data input to Team Leaders and Service Leads (WFM, Data Analysis, Service Delivery)
Proactive and able to work independently with a keen eye for detail.
Strong analytical, reporting & communication skills. PowerBI experience is a plus.
Advanced command of Excel data analytics is highly recommended.
Intermediate knowledge of Avaya Contact Center tools. WFM module experience is desirable.
Demonstrated experience for driving workforce management tasks within Service Desk/Contact Center operation.
Very structured, organized & solution-oriented
Ability to multitask in a sometimes very hectic and changing environmentAdvanced knowledge and experience (4-5 years) of the operational Service Desk environment
Zahlen und Fakten
DHL Information Services (Americas), Inc.
No travel required
„Die Deutsche Post DHL bietet mir Sicherheit, die Chance mich weiterzuentwickeln und die Möglichkeit, in fast jedem Land der Welt zu arbeiten.“
Aktueller Mitarbeiter – Senior Consultant in Bonn