Role: Senior Workforce Management Analyst (BPO Manager)
Location: Lisbon, Hybrid (2-3 days per week)
Department: Operations & Logistics – Customer Excellence EU
Employment Type: Full-time
Are you ready to lead, innovate, and transform the sleep industry? Our client is seeking a Senior Workforce Management Analyst (BPO Manager) to join their dynamic Customer Excellence team. In this role, you will play a crucial part in driving workforce strategies, ensuring optimal staffing, and improving service levels across European operations. If you have a passion for data-driven decision-making and a desire to contribute to a market-leading brand, our client is the one for you!
Key Responsibilities for the position of Senior Workforce Management Analyst (BPO Manager):
- Calculate and Forecast Staffing Requirements: Use historical data and projected volumes to ensure accurate capacity planning and improve forecast accuracy.
- Develop and Manage Staffing Strategies: Create and optimise both long-term and day-to-day staffing plans, ensuring consistent coverage and adherence to service level agreements (SLAs).
- Monitor and Analyse Performance Metrics: Track critical KPIs such as Forecast Accuracy, BPO Cost, AHT, CPH, and occupancy rates to identify trends and drive continuous improvement.
- Generate Comprehensive Reports: Produce regular reports on staffing levels, performance metrics, and cost efficiencies, providing valuable insights for tactical and strategic decision-making.
- Collaborate with Internal and External Stakeholders: Work closely with team leads, managers, and external partners to align staffing strategies with broader business goals and customer service objectives.
- Identify and Implement Process Improvements: Drive initiatives that enhance operational efficiency and long-term effectiveness, supporting the company’s strategic goals.
- Support New Initiatives and Projects: Be involved in projects such as new BPO onboarding for 2025, weekly forecast and capacity planning, and the implementation of new tools like Sprinklr.
Experience and Skills Needed for the position of Senior Workforce Management Analyst (BPO Manager):
- Proven experience in capacity planning, workforce management, or a similar role within a contact centre environment
- Strong analytical skills with proficiency in data analysis tools and software.
- Excellent communication and interpersonal skills, with the ability to collaborate across diverse teams.
- Capability to work independently as well as part of a team, demonstrating strong organisational skills.
- Detail-oriented with a focus on improving forecast accuracy and maintaining high-performance standards.
- Proficiency in Excel and familiarity with data visualisation software is a plus.
Benefits
- Discounts
- Comprehensive health insurance, including dental coverage.
- 24 days of holiday per year, with an additional day for each year at Emma, up to a maximum of 29 days.
- A pet-friendly office environment.
- The opportunity to work with multinational teams and participate in exciting events that create lasting memories.
- All the tools and resources needed for personal and professional growth, with significant ownership from the beginning.
