WFM Manager (Outsourcing)

<p><strong>Who we are</strong></p><p>Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe. We hold consumer online travel agency brands like Mytrip, GoToGate &amp; Flight Network and serve exclusively Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.</p><p>Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2000 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Canada, Greece, India, Poland.</p><p>With the Greek office being one of the largest, hosting around 530 employees working from the center of Athens for the rest of the world.</p><p>Join us and start as <strong>WFM Manager (Outsourcing)</strong> in the <strong>Customer Services</strong> team!</p><p></p><p><strong>Position Summary</strong><br/></p><p>The WFM Outsourcing Manager will help provide great end customer experience while balancing organizational needs for efficiency, productivity and cost management between our in-house teams and outsource service providers.</p><p>In this hands-on role the WFM Outsourcing Manager will be the main point of contact for all WFM related functions between Etraveli Group and our Outsourcing Partners (OSP).</p><p></p><p>The role is based in Athens and will report to the Senior Manager - Workforce Management.</p><p></p><p><strong>Responsibilities</strong></p><p><em><strong>Long Term Planning:</strong></em></p><p></p><ul> <li>Collaborate with the forecasting team for OSPs long term forecasts </li> <li>Work closely with the OSP Planning teams to validate / sign off long term capacity commitments to ensure delivery vs forecast</li> <li>Sign off of OSP training plans</li> </ul><p><br/></p><p><em><strong>Short Term Planning:</strong></em></p><ul> <li>Collaborate with the forecasting team for the OSP short term forecasts on daily / interval level</li> <li>Work closely with the OSP Scheduling teams to review schedules, identify deviations to plan and reduce any gaps </li> </ul><p><br/></p><p><em><strong>Real Time Management:</strong></em></p><ul> <li>Monitor offered and handled transactions across different channels and adjust volume distribution to secure optimum and efficient service while making sure each partner is receiving forecasted volumes.</li> <li>Work closely with the OSPs Real Time Management and Operation teams to manage service delivery </li> </ul><p><br/></p><p><strong><em>Analysis &amp; Reporting</em></strong></p><ul> <li>Analyze OSP performance on a daily basis with heavy focus on efficiency metrics (cost, quality, productivity, satisfaction etc.) and identify trends, opportunities, issues, concerns, and successes</li> <li>Determine, observe and adjust expected KPIs. Ensure all parties meet (or exceed) their targets</li> <li>Complete root-cause analysis to determine and quantify reasons for variances and recommend changes to enhance effectiveness</li> </ul><p><em><strong>Invoicing:</strong></em></p><ul><li>Engage with OSP and internal stakeholders to make sure that all invoices are meeting contractual agreements</li></ul><p><br/></p><p><em><strong>Other Responsibilities</strong></em></p><ul> <li>Recommend improvement areas for WFM processes - reporting, shrinkage management, call routing etc</li> <li>Helps with the integration and implementation of new call center technologies</li> <li>Be the point of contact for IT issues that the OSP are facing and report them to IT</li> </ul><p><strong>Requirements</strong></p><ul> <li>Extensive experience (3 - 4 years) in various WFM functions such as Real Time Management, Forecasting, Capacity Planning, Scheduling</li> <li>Compelling interpersonal skills with outstanding both written and verbal communication. </li> <li>Fluent command of English</li> <li>Strong knowledge of Microsoft Office and Google Workspace tools</li> <li>Strong organizational skills</li> <li>Prioritize workload, meet deadlines and perform multiple tasks with attention to detail</li> <li>Ability to communicate to all levels of employees</li> <li>Work independently with minimal supervision</li> <li>Problem solving, analytical</li> <li>Familiarity with working in a cross-functional multi geography setup</li> </ul><p></p><p><em><strong>Nice to have</strong></em></p><ul> <li>Good understanding of SQL / Tableau / Qlik Sense would be considered a plus</li> <li>Experience in the travel industry will be considered a plus</li> </ul><p><strong>Benefits</strong></p><p><strong>We are looking for people who would make the world smaller for travelers but want a bigger world of opportunities for themselves. With us you can enjoy:</strong></p><ul> <li> <strong>Health Benefits</strong> - Through