Global WFM Forecasting Specialist

Company Description

It takes a special kind of workplace to make the world’s style more sustainable, and fashion more inclusive. A place where unique talents from all over the world come together to form a diverse and dedicated team. A culture of creativity, collaboration & growth. At H&M we welcome you to be yourself and challenge you to grow!  

At Customer Service (CS), we contribute to H&M Groups vision and growth by making our customers lives easier, providing our customers with exceptional guidance and inspiration, whenever and wherever they connect with us. We serve customers to all brands within H&M Group, through their full shopping journey's. The organization includes around 3500 colleagues globally and 17 established CS centers around the world, so far. We are on an exciting journey to meet and exceed our customers' expectations - today, tomorrow and in the future.

Job Description

The job of a Global WFM Forecasting Specialist comes with lots of responsibility – and lots of fun. You are responsible for strategic forecasting for our inhouse and outsourced operation.  

• You create and update a 12-month rolling forecast to ensure accurate mid and long-term volume forecasts to enable H&M outsourced partners and inhouse centers to achieve operational productivity and occupancy goals. 
• You collect and analyze all related data to ensure that accurate incoming volume is defined considering the seasonal trends, sales forecast and campaigns, channel preferences, as well as any other relevant business input. 
• You work closely with inhouse and outsourced stakeholders to coordinate the global Capacity planning and maintain a mid to long term overview of requirement and resources worldwide.
• You regularly follow up and update the forecasts variations with the latest updates.  You produce reports, analyze the findings and involve the correct stakeholders in weekly forecast and capacity meetings.
• You proactively make the business aware of future challenges and opportunities. Continuously, you own and strive to develop and improve the WFM working routines and the department success.
   

Qualifications

Just like everyone at H&M, we believe you are a social, open, communicative and ambitious team player full of drive and optimism. Your personal qualities also include:

• Analytical, structure, accuracy and precision in your work.
• High integrity where you need to stand up for the decisions you take.
• Great coordinating skills and proactivity. 
• Creativity in finding new solutions and better ways of working.
• Entrepreneurial and goal driven.  
• Good at simplifying figures and communicating findings to the Business.
• Are good at prioritizing, planning and organizing.

Your experience & skills 

• + 2 years contact center planning and forecasting experience and expertise.
• Preferably experience in forecasting for a large, multi-site, multi-functional & global organization.
• Demonstrated ability to create excel based forecast models.
• Experience using and configuring WFM tools, such as Calabrio WFM, Verint WFM, Aspect WFM, etc. 
• Professional and effective interpersonal and communication abilities.
• Strong numerical skills able to work with large datasets and convey data stories to different audiences.
• Fluent in English, both spoken and written.
   

Additional Information

Apply through our career site with CV and Cover Letter by the latest of 30th of January.
The position is full time, hybrid (office/home) working and based in one of the following locations: Boras, Greve, Barcelona, Maastricht, Edinburgh, and Warsaw. Some travel might be required for this position. No relocation package is available and requirement to have the legal right to work in the location will be applied.
If you have any questions regarding this position please contact, Global WFM Manager johanna.viklund@hm.com or Malin Elmström, Global HR Business Partner malin.elmstrom@hm.com