WFM Scheduler - Athens, Greece

Foundever
Πλήρης απασχόληση Γεμάτη μέρα
Αθήνα
About Foundever



Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.



Come and work with us.



We are looking for a talented and accomplished WFM-Scheduler to join Foundever Greece



As a WFM-Scheduler, your daily responsibilities will include:



  • To maximize efficient utilization of resources for schedules that have been released in the most cost effective way i.e. holidays, voluntary time-offs, break planning, Workforce Management Tool optimization, proactively ensuring sufficient coverage at all times to deliver contractual requirements consistently.

  • To ensure that all exceptions and future changes are logged in the Work Force Management tool in a timely fashion, if possible before the event and appropriate adjustments are made to ensure minimum impact on consistent delivery of service level.

  • To understand key metrics and financial drivers for all contracts and to use this knowledge to drive performance improvements.

  • Complete new hire, leavers & internal transfer processes including contacting HR & updating WFM system(s) in a timely manner

  • Tracking Training batches and learning curve for New Hires including proficiencies

  • WFM schedule optimization

  • Maintain agent & campaign annual leave and update the WFM system with regular audits, ensuring that leave is spread suitable across the year

  • Regular Schedule Adherence reporting for Operations

  • Work in close conjunction with RTAs to ensure agent adherence & productivity is controlled & action taken where appropriate

  • To monitor all non-call handling activities to ensure efficient use of resources and consistent achievement of service level across all activities

  • Work as part of a virtual WFM team, assisting other sites when appropriate, especially in cross site campaigns where one site will need to take a lead role

  • Perform other responsibilities as required and assigned



To succeed in the role, you will need to have:



  • 1-3 years of WFM experience with minimum 1 year as a Scheduler.

  • Native English (at least C1) both verbal and written (mandatory)

  • Minimum Higher Secondary Education

  • Strong computer skills that include proficiency in MS Office suite, particularly Excel.

  • Advance knowledge of scheduling tools like Blue Pumpkin, IEX, eWFM etc.

  • Generate best suitable work patterns and shift activities

  • Generate schedules and track scheduling efficiency

  • Must be able to communicate clearly and effectively with all levels within the organization.

  • Knowledge of various Call Center Reporting Systems would be a plus.

  • Be based in Athens, Office- based position





Experience:



  • At least 3 months of Foundever Contract is required.



Go further with Foundever



What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves



  • Very competitive wages and stability

  • Fully paid training

  • Permanent contract

  • Private healthcare

  • Continuous learning/development opportunities

  • Competitive career opportunities

  • A safe, friendly, diverse, supporting and technological company

  • International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit)

  • EverBetter wellness program (Fitness room in our premises & Personal Trainer)



Apply Today!



We take care of you and your development and make sure that you have the right conditions to deliver the best results. Subsequently, we expect that you give it your best at all times

If you feel that this ad sums up your character and your ambitions, please submit your resume



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