Workforce Planning Specialist

Há 22 horas


São Paulo, São Paulo, Brasil Ten Group Tempo inteiro
Job Summary

Ten Group is committed to delivering exceptional service to our customers. As a Workforce Management Analyst, you will play a critical role in ensuring the reliability and consistency of our 24/7 service. You will use data, scheduling, and forecasting tools to determine our ongoing staffing requirements, ensuring we consistently meet our core service level agreements (SLAs) and deliver best-in-class service at a cost-effective price.

Key Responsibilities
  1. Provide daily and hourly resource planning to ensure adequate staffing levels.
  2. Develop and maintain standardized reporting and analytical support for the operations team to ensure a clear understanding of resourcing needs.
  3. Analyze statistics and SLAs to ensure effective scheduling and identify areas for improvement.
  4. Communicate forecasting approaches and changes to stakeholders to ensure buy-in and alignment.
  5. Manage skill set changes as team members receive training or as service teams undergo changes.
  6. Ensure breaks schedules are implemented in accordance with local laws.
  7. Provide training and buzz sizing to protect SLAs.
  8. Take overall responsibility for route and WFM accuracy in your local region.
  9. Investigate SLA failures caused by schedule non-adherence and develop remedial actions.
  10. Maintain and update rota rules ahead of each quarter and present to the wider group.
Requirements

We are seeking a highly skilled Workforce Management Analyst with:

  • Strong knowledge of workforce planning and optimization, preferably with experience using industry-leading Workforce Management platforms.
  • High fluency in using data to provide quick and effective analysis and forecasting, including Microsoft Excel.
  • Fluency in English.
  • Completed graduation.
Commitment to Diversity

Ten Group is committed to creating an inclusive work environment that values diversity and promotes equal opportunities. We welcome applications from candidates with diverse backgrounds and experiences.



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