Workforce Management Planner Expert

17 hours ago


Stockholm, Stockholm, Sweden TN Sweden Full time

**About the Role**

We are seeking a highly skilled Workforce Management Planner Expert to join our dynamic team at TN Sweden. As a key member of our Workforce Management team, you will play a crucial role in developing and implementing capacity plans that drive business success.

In this exciting position, you will collaborate closely with our WFM Analyst and Global Planning Lead to ensure data-driven decision-making and optimal operational efficiency. You will be responsible for creating long-term forecasting, capacity plans, and hiring plans for your region, covering multiple sites and approximately eight countries. Your primary goal will be to ensure customer support aligns with service-level agreements.

To achieve this, you will need to generate reports on performance metrics such as handling time, occupancy, shrinkage, and other operational metrics. You will then transform this data into actionable insights to improve efficiency. Additionally, you will conduct ad-hoc scenario simulations and sensitivity analyses to ensure optimal resource allocation under varying conditions.

**Key Responsibilities**

  • Create and manage long-term forecasting, capacity plans, and hiring plans for your region.
  • Generate reports on performance metrics and transform data into actionable insights.
  • Conduct ad-hoc scenario simulations and sensitivity analyses.
  • Provide recommendations to improve customer experience, agent well-being, and cost-efficiency.
  • Lead planning governance for your region, including facilitating sessions with product, operations, finance, and recruitment teams.


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