Workforce Management Analyst Planning - Assisted Channels (Openbank)
Responder al anuncioWorkforce Management Analyst Planning - Assisted Channels (Openbank)Country : Spain
Project Associate Expert II
Zinia is the new checkout lending platform of the Santander Group. Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology from Openbank and Santander Consumer Finance.
This is an exciting opportunity to make your contribution over a growing market within the business areas of lending, cobranded credit cards and buy-now-pay-later with a solid expansion across different countries with global leading merchants.
Zinia leverages the technological resources and expertise of Openbank, the digital-native bank of the Santander Group, which is currently rolling out its international expansion plans.
Mission and responsibilities :
As a Workforce management planner, you will be in charge of forecasting, planning, reporting and analysis of Contact center activities
The main tasks of this position will be the following :
- Traffic Forecasting calculation and Staffing requirements based on Inbound history and service level agreements
- Outsourcer requirements calculation and follow up. Traceability of Real vs Required staffing
- Contact center KPIs reporting and follow-up analysis of performance and productivity
- Efficiency continuous improvement measures on Planning and Real Time Control activities to support SLAs and Customer experiences
To be successful in the role you must have
- At least - years of Previous experience in a WFM area in similar role of planning and staffing, preferably in a vendor management organization environment
- Ability to analyzing, producing KPIs dashboards and synthesizing complex information
- Genesys WFM and reporting tools knowledge will be an advantage
- Knowledge in exploiting analysis systems (Databases, SQL)
- English (written and oral business level communication skills)
What do we offer?
- Joining a dynamic and agile company undergoing international expansion.
- Working in start-up mode with the support of the Santander Group.
- Competitive remuneration and attractive benefits package.
- Possibility of growth within the company and the Group.
- Collaborating on international projects in different countries.
- Excellent work environment, social clubs and frequent events (virtual at present).
Would you like to grow with us? Join our team!
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