Workforce Planner

Key Tasks and Responsibilities

• Analyze daily, weekly, and intraday call volume patterns.
• Identify call volume trends and averages on a monthly, quarterly, and seasonal basis.
• Management and approval of vacation leaves
• Scheduling of client mandated training and completion monitoring
• Ensure work schedules are generated (using the workforce management tool) on a regular basis to maximize efficiency of resources
• Facilitation of net staffing meeting to present expected KPI performance (if schedules are followed) to stakeholders
• Collaborate with other departments, call center staff, and customers to identify opportunities for improvement of resource utilization
• Conduct training for call center supervisors and staff on the scheduling process and the importance of schedule adherence
• Oversee daily schedule conflicts and assist with problems on a team environment
• New hire tool provisioning and deactivation
• Creation of ad hoc reports (as necessary)

Other Duties:  
The Job holder may be required to undertake other duties according to the needs of the organization. This job description is not intended to be an exhaustive list of activities, but rather an outline of the main areas of responsibility. Any reasonable changes will be discussed and agreed with before any variations to the job description are made.  

Requirements
Skills / Attributes Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  
Technical: 

• Computer literate with and an Excel proficiency of 8/10
• Solid knowledge of Workforce Management fundamentals
• Effective communication skills

Behavioral: 

• Analytical
• Team Player

Qualifications [EDUCATION and/or EXPERIENCE]

• College degree or equivalent
• Have a proven track record demonstrating the skills and qualities outlined in this document.

Languages
Good command of written and spoken Hungarian and English (Speech, Written, Reading, Comprehension)

Other advantage(s):

•  1-3 years’ Workforce Management experience

Benefits
Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level.

• To acquire the necessary knowledge we provide a 2 week paid training, on which not only your knowledge is expended, but you will get to know your colleagues so that you would feel at home from the beginning.
• Competitive salary
• Monthly performance bonuses
• Cafeteria
• Team building and free time activities
• Flexibility
• Youthful environment

• Canteen
• Cafe
• Corporate events
• Bicycle storage
• Parking
• Play corner

Transcosmos is an international leader in Business Process Outsourcing (BPO) services, including Customer Support services in German, French, Italian, Spanish, Portuguese, Polish and English. We employ over 50,000 staff worldwide and support amazing brands! 

If like us, you are passionate about people and technology then your amazing new job is just a tap away! 

Please apply by submitting your updated English CV.