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- Aufgaben: Join a dynamic team to create and manage capacity plans across multiple countries.
- Arbeitgeber: Be part of a global organization focused on operational efficiency and customer support.
- Mitarbeitervorteile: Enjoy collaborative work, data-driven decision-making, and opportunities for professional growth.
- Warum dieser Job: Make a real impact by improving customer experience and driving efficiency in a supportive environment.
- Gewünschte Qualifikationen: Strong analytical skills and a proactive problem-solving approach are essential.
- Andere Informationen: Work closely with a dedicated WFM Analyst and Global Planning Lead.
Das voraussichtliche Gehalt liegt zwischen 36000 - 60000 € pro Jahr.
As a WFM Planner, you will join a dynamic Workforce Management team, collaborating with 5-6 other WFM planners to own and deliver capacity plans for your region. You will 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. Together, you will develop robust frameworks, analyze scenarios, and deliver actionable insights to help the organization meet its service-level agreements and cost targets.
This role requires strong analytical skills, a proactive approach to problem-solving, and the ability to manage complex, multi-country capacity planning efforts effectively.
Your Mission:
- Create and manage long term forecasting, capacity plans and hiring plans for your region, covering multiple sites and approximately eight countries, ensuring customer support aligns with service-level agreements.
- 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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Workforce Management Planner Arbeitgeber: Wolt
Kontaktperson:
Wolt HR Team
StudySmarter Bewerbungstipps 🤫
So bekommst du den Job: Workforce Management Planner
✨Tip Number 1
Familiarize yourself with the key performance metrics mentioned in the job description, such as handling time, occupancy, and shrinkage. Understanding these metrics will help you demonstrate your analytical skills during discussions with the team.
✨Tip Number 2
Showcase your experience with capacity planning and forecasting in multi-country environments. Be prepared to discuss specific examples of how you've managed complex planning efforts and the impact they had on operational efficiency.
✨Tip Number 3
Highlight your proactive problem-solving approach by preparing a few scenarios or case studies where you successfully improved customer experience or agent well-being through data-driven decisions. This will illustrate your ability to drive change effectively.
✨Tip Number 4
Demonstrate your collaborative skills by discussing how you've worked with cross-functional teams in the past. Emphasize your ability to facilitate sessions and incorporate feedback from various stakeholders to create actionable plans.
Diese Fähigkeiten machen dich zur top Bewerber*in für die Stelle: Workforce Management Planner
Tipps für deine Bewerbung 🫡
Understand the Role: Take the time to thoroughly understand the responsibilities and requirements of the Workforce Management Planner position. Highlight your analytical skills and experience in capacity planning in your application.
Tailor Your CV: Customize your CV to reflect relevant experiences that align with the job description. Emphasize your ability to manage complex planning efforts and provide actionable insights from data analysis.
Craft a Compelling Cover Letter: Write a cover letter that showcases your proactive problem-solving approach and your experience in collaborating with cross-functional teams. Mention specific examples of how you've improved operational efficiency in previous roles.
Highlight Technical Skills: Make sure to include any technical skills related to data automation and reporting tools that you possess. This will demonstrate your capability to build efficiencies in Workforce Management processes.
Wie du dich auf ein Vorstellungsgespräch bei Wolt vorbereitest
✨Showcase Your Analytical Skills
As a WFM Planner, strong analytical skills are crucial. Be prepared to discuss specific examples of how you've used data to drive decision-making in previous roles. Highlight any experience with forecasting and capacity planning.
✨Demonstrate Proactive Problem-Solving
The role requires a proactive approach to problem-solving. Share instances where you identified potential issues before they arose and the steps you took to address them. This will show your ability to think ahead and manage complex scenarios.
✨Familiarize Yourself with Performance Metrics
Understanding key performance metrics like handling time, occupancy, and shrinkage is essential. Prepare to discuss how you've used these metrics in past roles to improve operational efficiency and customer experience.
✨Collaborative Mindset
This position involves working closely with various teams. Be ready to talk about your experience in cross-functional collaboration and how you’ve facilitated sessions with different stakeholders to achieve common goals.
