WFM Business Partner [Remote] - IQ Talent Marketplace

We are looking for a dedicated WFM Business Partner to join our team. You will be responsible for managing communication lines and ensuring that meeting structures are upheld across various departments, including Planner, Scheduler/Traffic, and Operations. The role requires adherence to the company’s WFM standards and a commitment to maintaining the WFM quality of the assigned project(s). As a WFM Business Partner, you will guide operations with WFM-related inquiries and continuously seek opportunities for efficiency improvements. Your expertise will be pivotal in ensuring that our workforce management processes are optimized and effective.

The shift for this position is: 09.00 – 18.00 CEST with Saturday & Sunday off.

Responsibilities

• Establishing which capabilities are required and into which level individual team members have the potential to fulfill these requirements.
• Monitoring the implementation of work activities of individual team members, qualitatively and quantitatively.
• Training new team members and assure progress.
• Handling the performance review cycle.
• Motivating the people to have the best of them.
• Organizing team meetings.
• Attending and participating in planning consultations between WFM and the Client Team regarding planning and traffic.
• Evaluating required and available capacity (people and workspace), pointing out discrepancies.
• Make action plans for the operations.
• Consulting with Operations about efficiency improvements.
• Setting up new structures within the project, i.e., adding new lines of business.
• Make sure traffic and planning are aligned and aware of both situations.
• Single point of contact.
• Responsible for the WFM results delivered within projects.
• Works according to the governance and meeting structure of 5CA.
• In charge of troubleshooting and problem-solving.
• Proactively advise the operations.
• Aware of all the priorities regarding WFM topics i.e., under/overcapacity, increased nonpresent shrinkage, and act on this.
• Job Description – WFM Business Partner
• Check what’s necessary and where we can improve in order to have a smooth operation.

Requirements

• Experience in account/sales & service center environment.
• Higher professional education level (Bachelor level) or working experience on this level.
• At least 4 years of experience in planning – and operational processes in an international environment.
• Knowledge of COPC standards and Lean Six Sigma methodology would be a plus.
• Insight into call center tools, as well as WFM tool s(i.e. Verint, Injixo);
• Proficient in English (verbal & written).
• Basic computer skills and elementary proficiency and knowledge of MS Office (Word and Outlook) and Windows/Mac OS X.
• Advanced proficiency and knowledge of MS Office (Excel and Power BI).
• The ambition and energy to set up a WFM structure with a long-term vision for your projects.

5CA Offers

• An organization in hyper-growth with an international, inclusive company culture
• A talented and engaged workforce, working from home across the globe
• An appropriate salary based on market standards
• Remote working opportunities
• Continuous learning and plenty of opportunities for growth within your field of expertise