Pubblicato il 17 giugno
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Job Title
Supervisor Planning & Scheduling (Workforce Management)
Role Overview
Responsible for planning, scheduling, and workforce optimization across BPO operations, ensuring productive coverage, efficiency, and quality while meeting contractual KPIs.
Key Responsibilities
- Analyzing historical trends, volumes, and business drivers to develop accurate forecasts.
- Ensuring workforce planning aligns with forecasted volumes and SLAs.
- Monitoring forecast vs actual deviations and implementing corrective actions.
- Overseeing shift creation and optimization to maintain efficient operational coverage.
- Managing leave, absences, and operational changes.
- Monitoring real‑time performance (RTA) and addressing operational criticalities immediately.
- Coordinating and developing the WFM team, setting objectives, monitoring performance, and providing continuous coaching.
- Maintaining operational relationships with existing clients on planning and staffing topics.
- Participating in client meetings to present performance, forecasts, and WFM strategies.
- Supporting Sales/Business Development in pre‑sales by developing staffing models and WFM solutions for potential clients.
- Preparing data, analysis, and simulations for RFP/RFI offers.
- Aligning client needs with operational capacity.
- Collaborating with Operations Managers, HR, and leadership to provide data‑driven insights for strategic decisions.
- Translating business needs into sustainable operational solutions.
- Monitoring key performance indicators such as Service Level, ASA, Shrinkage, Occupancy, and Forecast Accuracy.
- Producing periodic reports and analyses to identify optimization opportunities.
Qualifications & Requirements
- 3‑5 years of experience in Workforce Management (BPO/Contact Center).
- Experience managing teams.
- Knowledge of WFM tools (e.g., NICE, IEX, Verint or similar).
- Excellent Excel skills.
- English proficiency B2/C1.
Preferred
- Experience in multi‑client environments.
- Experience supporting bids / pre‑sales / commercial capacity planning.
- Knowledge of BI tools.
- Strong customer‑orientation, relational, and presentation skills.
- Analytical thinking and problem‑solving.
- Leadership and team management capabilities.
- Precision and attention to detail.
What We Offer
- International and dynamic work environment.
- Career growth in Operations, WFM, and Client Management.
- Hybrid / Work from Home arrangement.
- Competitive salary package plus premio.
- Location: ITA Lecce, Viale Risorgimento.
- Full‑time position.
Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.
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