Workforce Management Supervisor

Posting Country: Greece

Date Posted: 14-Jan-2021

Full Time / Part Time: Full Time

Contract Type: Permanent

Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together.

Join our journey as we connect for a better future. Ready?

Role purpose

The Workforce Management Supervisor is responsible for effectively delivering real-time (intra-day) management in order to optimize resources to achieve business objectives. Key functional responsibilities include the translation of staffing requirements into optimal scheduling and the real-time (intra-day) management, in order to support multi-department contact center operations.

Key accountabilities and decision ownership

•   Produce & control productivity reports and dashboards
•   Generate and evaluate staffing schedules, and ensure data updates into scheduling system
•   Generate short and long-term staffing models and provide recommendations based on analysis
•   Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans, in cooperation with operations teams
•   Identify business problems and provide recommendations for improvements
•   Coordinate cross functional teams to improve call centre performance

Core competencies, knowledge and experience

•   Proven analytical capability & reporting skills
•   Minimum 2 years of experience in performing WFM activities (specifically real-time management) in a multi-department/site contact centre environment required
•   Capacity Planning experience desired
•   Ability to work under pressure, meet deadlines and be accountable for performance
•   Excellent interpersonal skill at all levels of the organization, customers and team members
•   Ability to proactively find and define problems, understand business impact, identify solutions and provide corrective recommendations
•   Ability to work independently, establish priorities and demonstrate good judgment skills

Technical / professional qualifications

•   Bachelor Degree in computer science or mathematics
•   Very good oral and written communication skills in both Greek and English languages
•   Very good knowledge of Excel (Macro, VB Script, etc.) and PowerPoint
•   Knowledge in BI forecast models thru Python
•   Experience in Oracle DB (Optional)

Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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