Workforce Management Specialist - Edinburgh, United Kingdom - Trip

Trip

Verified Company

Edinburgh, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About Us

We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world's leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

Introduction

The RWFM Specialist plays an important role on arranging the best rotas to fit the business and our agents' needs.

You will be analysing numbers and data so as to deliver the best workforce planning to support the operation of call centre lines.

The standard working pattern will be 37.5 hours per week. You will work shifts on a rotation basis including weekends and public holidays. Evening shift might be required in the future. The rota will be confirmed one month in advance.

Key Roles and Responsibilities

Support to achieve service level and efficiency targets from Work Force Management perspective
Realtime monitoring of service level and providing suggestions to service team
Drive day to day activities to ensure the demand, resource and real time management is effective
Work closely with team leaders to constantly monitor staff movements in line upon forecast plan
Implement improvement measures to ensure SLAs are well met
Creating weekly and monthly shift patterns, to support both business and employee needs

Qualifications

Workforce management in call centre is preferred but not necessary;
Fluent in English;
Experience working with numbers and datas;
Attention to detail and an analytical approach;
Good communication skills to build up effective collaboration (both here in EDI, and across our global sites);
Understands the intricacies of forecasting and knows how to build a robust plan that accommodates for variation;
Ability to work under pressure;
Proactive and selfmotivated;
Strong time management skills, and the ability to meet deadlines.

What's more?

Extensive learning opportunities and resources to further your career
32 days holidays (including 8 bank holidays)
An Employee referral program that rewards you for inviting friends to come to work with us
Enhanced family friendly policies to support your family whatever the circumstances
Life assurance to give you peace of mind
Employee wellbeing program: discounted gym memberships, health cash plan, enhanced sick pay, and an Employee Assistance Program
Team building activities to encourage a sense of fun and belonging
We celebrate a diversity and our cultural wealth by raising awareness and hosting events onsite