Senior WFM Specialist - Barcelona, España - SDi Digital Group

Descripción

eDreams ODIGEOis the worlds leading travel subscription platform and one of the largest ecommerce businesses in Europe Under its four renowned online travel agency brands eDreams GO Voyages Opodo Travellink and the metasearch engine Liligo it serves more than 20 million customers per year across 44 markets Listed on the Spanish Stock Market eDreams ODIGEO works with nearly 700 airlines The business conceptualised Prime the first subscription product in the travel sector which has topped 5 million members since launching in 2017 The brand offers the best quality products in regular flights lowcost airlines hotels dynamic packages cruises car rental and travel insurance to make travel easier more accessible and better value for consumers across the globe

We are looking for a highly motivated and datadriven person to join ourCustomer Experienceorganisation and our global workforce management function to ensure we deliver a best in class performance from our outsourced centres The role will be responsible for creating world class processes for forecasting capacity planning and real time management You will be helping us build and execute on our strategic vision to deliver a world class experience for our 18 million customers The role will have high exposure to senior stakeholders both internally and externally and require working crossfunctionally across the organisation

What you will do :

• Own processes around forecasting capacity planning and agents scheduling to provide consistent high quality service across all sites
• The collection analysis and reporting on performance statistics to drive operational efficiencies proactive responsiveness and longterm forecasting Perform root cause analysis and implement preventive amp;

corrective actions to address any issues related to performance of key performance indicators such as volume forecasting and staffing patterns Coordinate the capacity of our outsourced centres providing longterm and midterm forecast to our partners with optimised shrinkage planning for seasonality Participate and own business review meetings with key operational stakeholders to ensure outsourced partners deliver right level of service Articulate historical and realtime delivery of key metrics against demand forecasts and supply projection Understand reasoning for any variance to the plan using both data and collaborating with stakeholders Agree actionable and timebound recovery and improvement plans

Who you are :

3 years of experience in leading a workforce management Experience in statistical tools for forecasting and optimization of resources Strong communication skills with an ability to synthesise issues and present to senior audiences Advanced Microsoft Excel pivot tables advanced formulae Excellent analytical skills and a passion for data driven decision Results orientation with a focus on delivering continuous and measurable improvements Effective decision making planning and organisational skills Passion for the customer and a customer first mindset Strong problem solving skills with an eye for building new and better systems Knowledge of industry leading tools to plan and manage call centre capacity;

knowledge of the Genesys Cloud platform is a plus Previous experience with outsourced call centre operations is preferred Previous experience in Travel is a plus

Whats in it for you :

You will have a great lifestyle and worklifebalance with our flexible hours policy and short Friday schedule 9am3pm

At eDreams your team decides how often they meet : Flexible work policy with different hybrid options from Spain Check with your recruiter for more details for this specific vacancy

Free eDreams Prime Plus subscription to benefit from significant discounts on your flights and hotel bookings Now you can include your friends and family too

Discounted gym memberships

Free subscription to Coursera a topnotch external learning platform

Flexible remuneration plan that allows you to redistribute part of your annual remuneration in goods and services paying reduced tax rates such as your kids education public transport restaurants and private health insurance

Free English and Spanish courses

Fresh fruit and free coffee in the office with many types of milk alternatives

New to the city? We also offer great relocation packages including visa support for specific open positions

Office in the heart of Barcelona with a beautiful rooftop terrace to have a break or enjoy our social activities yes parties are welcome here

And the opportunity to work in a dynamic dedicated fun and passionate team of professionals We journey together