WFM Planning and Optimization Specialist

10 hours ago


Stockholm, Stockholm, Sweden TN Sweden Full time
Your Mission

We are looking for a highly skilled WFM professional who can drive strategic initiatives and optimize customer support. As a WFM Planner, you will have the opportunity to work closely with a dedicated WFM Analyst and be supported by a Global Planning Lead to ensure data-driven decision-making and optimal operational efficiency.

Key responsibilities include:

  • Create and manage long-term forecasting, capacity plans, and hiring plans for your region, covering multiple sites and approximately eight countries.
  • Generate reports on performance metrics such as handling time, occupancy, shrinkage, and other operational metrics, transforming data into actionable insights to improve efficiency.
  • Conduct ad-hoc scenario simulations and sensitivity analyses to ensure optimal resource allocation under varying conditions.
  • Provide recommendations and drive changes to improve customer experience, agent well-being, and cost-efficiency, considering factors like contracts, skills, and queue setups.
  • Lead planning governance for your region, including facilitating sessions with product, operations, finance, and recruitment teams to incorporate changes and produce actionable hiring plans.
  • Regularly review and enhance the Mean Absolute Percentage Error (MAPE) of forecasts.
  • Co-own quarterly OKR target-setting with your Global Planning Lead to align with organizational objectives.
  • Build basic data automations to increase the efficiency of Workforce Management processes.


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