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Workforce Manager (m/f)
Workforce Manager (m/f)
ManpowerGroup Croatia, on behalf of Client - Majorel, an international service company specialized in customer experience and business process outsourcing with more than 50,000 employees, is looking for ideal candidate to fulfill the position of Workforce Manager (m/f).
You’ll join a well-established and high performing project looking to achieve success on our long term strategy.
As a WFM you will be in charge of ensure the proper development of the service by controlling schedules, breaks and distributing the volume of calls based on the staff present in the service, reaching maximum profitability. You will be responsible of call traffic control, distribution of workers according to call curves and creation of templates for the different reports required either internally (service manager, platform managers, production, administration, etc.) or externally (clients).
Location:
- Zagreb
What you will do:
- Support in the generation of economic, forecast and budget reports, monitoring their deviations.
- Propose productivity improvement plans giving guidelines on time controls and work distribution.
- Contemplate the deviations that occur, analyze their causes, consequences, as well as propose and implement the appropriate corrections.
- Preparation, interpretation and sending of periodic reports to the client and to those responsible for the project.
- Monitoring and analysis of call traffic and time control.
- Generate computer tools for the management of schedules, vacations, compensations, etc.
- Any other function that is considered relevant and necessary in the business.
Requirements:
- High school diploma/Bachelor (preferentially in Mathematics, Statistic, Informatics or similar).
- Experience and knowledge of Outsourcing field.
- At least 5 years’ experience in Workforce roles/Planning/Reporting.
- Full proficiency in English and Italian/German (min. C1 level, mandatory);
- Advanced computer skills especially in Excel with ease to generate calculation tools, A linked tables, macros, etc.
- Data analysis and numerical interpretation.
- Organization of work (Target orientated and Tolerance to the pressure).
- Knowledge of the application for control and management of the CSRs, besides generating reports for on-line or later analysis.
Offer:
- Modern and multinational working environment at an attractive location with good public transport connection.
- Belonging to a great international company where you will constantly be learning.
Join us in a vibrant, multi-cultural city center environment. Explore you careers possibilities and work on your Personal Development. Above all, enjoy the experience of working with highly prestigious brands!
MANPOWER d.o.o. za privremeno zapošljavanje
OIB 35539279541, MB: 02452812, IBAN: HR41 2340 0091 1103 6431 1
Zagreb, Avenija Dubrovnik 16, T: +385 1 5565 700, W: WWW.MANPOWER.HR, E: [email protected]
TRGOVAČKI SUD U ZAGREBU, MBS: 080675552
TEMELJNI KAPITAL 20.000 KN UPLAĆEN U CJELOSTI, zastupano po direktoru Aleksandru Hangimana
Na osnovu rješenja Ministarstva gospodarstva, rada i poduzetništva, KLASA: 102-02/09-04/02, UBROJ: 526-08-02-02/2-09-2 društvo je evidentirano u Knjigu evidencije agencija za privremeno zapošljavanje pod brojem 28/09
Na osnovu potvrde Ministarstva rada, mirovinskog sustava, obitelj i socijalne politike, KLASA: 102-02/21-03/28, UBROJ: 524-04-01-02/1-21-2 društvo je evidentirano u Knjigu evidencije fizičkih i pravnih osoba koje obavljaju djelatnosti u svezi sa zapošljavanjem pod brojem 253/21.
