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 center 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 Center 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 :
Very good oral and written communication skills in both Greek and English languages
Very good knowledge of Excel (Macro, VB Script, etc.) and PowerPoint
What’s in it for you :
Private Health & Medical Insurance
Smart Working 1-day / week work from home
Extra days-off : We love mothers 4 months extra paid off-period!
Gym, Sports, Excursion weekends & Special events
Restaurant, entertainment areas, hairdresser, etc.
Needless to say, we cater for your communication wherever you are
Come as you are. We love when people feel they can be themselves at work
Vodafone is committed to attracting, developing and retaining the best people by offering a motivating and inclusive workplace, in which talent is truly recognised, developed and rewarded.
We are committed to creating an inclusive work environment which values and makes the most of people’s individual differences.
We can only leverage this diversity by building an inclusive culture where everyone is respected, can be themselves and feel they belong regardless of race, gender, age, nationality, sexual orientation, gender identity, disability, religious, marital status etc.
That way we can build a better future for our employees, our partners, the communities we work in and our customers
Employment Type : Permanent