EMEA Senior Lead WFM Analyst

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What You Will Be Doing:

This role is to act as a Senior Lead WFM Analyst to ensure effective Scheduling and Realtime to enable the company to achieve its business objectives in the most efficient, cost effective and employee-focused manner.

The role is fully remote; you can work from anywhere in Germany.

The candidate is managing a team of WFM Analysts who are accountable to do the tactical work within Workforce Management:

• Scheduling: taking the Resource Model from the Forecast, Schedulers apply shift designs, individual work patterns, develop plans at a granular level to create and publish individual schedules within local EMEA rules & regulations and timeline. Schedulers ensure maximum resource utilization is achieved whilst still allowing for sufficient training, coaching, and meetings to support customer service as well as employees career and development.
• Real Time: making and implementing decisions in a real-time / near real time manner to optimise access, achieve daily Service Level and efficiency goals, in a dynamic and complex environment for our customers (particularly during BCP) whilst balancing business, and employee needs.

The Senior Lead WFM Analyst supports the EMEA Scheduling & Real Time Team by being the first point of contact for any escalation queries relating to WFM activities (including HR and Unions), is the subject matter expert regarding the WFM system (IEX, CISCO), ensure all WFM Team Members are trained to the required standard, host regular best practice sessions, including training, coaching, development plan, and by auditing all EMEA WFM processes.

Areas of Responsibility:

• Manage the EMEA Scheduling & Real Time team, and ensure all requests are handled within the WFM SLA target.
• Understand all the WFM processes, perform audits & efficiency improvement action plans, and is the primary point of contact for all EMEA WFM requests for the business.
• Provide comment and insight, especially during the LTF cycle, as a subject matter expert to help achieve Service Levels, reporting on trends outside forecast plan, call patterns not on target and resource utilization solution, including cost and risks mitigation to ensure SLAs are met within target variance.
• Build effective relationships with Learning & Development and Projects Team to gain insight to the potential future demand, interpret its impact and support its implementation.
• Perform monthly focus groups with Operations to allow constructive feedback around recommendations on changes to staff schedules to ensure that SLAs are met, shift fit to profile and work life balance (including PTO allowance, Over Time and TOIL). Work to minimize the number of exceptions and communicate regularly actions plan, progresses and outcomes.
• Oversee WFM software (IEX) maintenance and administration to ensure it contains relevant, accurate and timely data: Agents Data, agreed Policies and Procedures regarding Employment contracts and legislation, Holiday Entitlement, Overtime, IEX Icons...
• Ensure accurate reporting of all areas of responsibility. Analyze trends in key performance areas (ie. productivity, call patterns & routing, AHT, quality) and highlight concerns and possible underlying cause to appropriate Forecaster and Reporting Team.
• Direct the workload to the right WFM Analysts, perform regular scope analyses, review and required readjustments, and can back-up during their absences WFM Team members.

Compliance:

• Proactively manage and be responsible for all Health and Safety issues for the team, ensuring a safe working environment for all agents.
• Take personal responsibility to understand and comply with all company and client security requirements and policies.
• Perform any other reasonable duties that may be requested.

What we'll need from you:

• Education:
  • College degree preferred.
• Experience:
  • Prefer minimum 8 years Call Centre.
  • Prefer minimum 5 years Scheduling and Real Time - EMEA an advantage.
  • Prefer minimum 3 years of team management.
  • Exposure to Forecasting an advantage.
  • EMEA knowledge of Operations, HR Rules & Regulations and Unions an advantage.
• Skills:

• Excellent Leadership – To lead the team, motivate them forw