We are looking for Planning and Reporting Officer / Scheduler
Through evolution and acquisition, today Webhelp is a 70,000 people-strong global leader in business process outsourcing (BPO). We are specialized in customer experience outsourcing but our capabilities extend across voice, social and digital channels. Our outsourced services have also expanded to include payment management, sales and marketing services.
We are currently looking for PLANNING AND REPORTING OFFICER / SCHEDULER, who will work at our Albanian office, in Tirane, Arena Center.
Mission:
The planning & reporting officer ensures the adequacy of the resources available on the site / project and production requirements to meet the expectations of the client.
He / she makes flow predictions according to the parameters available from the client and previous records.
He / she adapts the need based on scenarios to define individual and group schedules, and to correct them.
Main activities:
1.Planning
Define staffing depending on contact/flow forecasts
Produce a planning model depending on flow, indicators and resources
Ensure that the planning implementation corresponds to the needs and answers objective and collaborator requirements.
Analyze, correct planning depending on forecasts, gaps and varring factors (absenteeism rates,...)
Optimize planning by working levers at disposal (mutualisation, paid leave, destaffing...)
Ensure the compliance with labour law, collective and Group agreements in the drafting of plannings.
2.Road map/scaling
Collaborate with production to size their teams.
3.Reporting
Centralize all reports to provide a single entry point and a peripheral vision for a comprehensive analysis.
Interface with clients on all reporting, workflow management and planning issues.
4.Tools
Propose ideas for the continuous improvement of tools.
Participate in the evolution of planning rules.
Required competencies:
Generic Competencies
Deliver a very rigorous and reliable work and results on which others can build over time, in a possibly complex environment. Detect the failures of the process and work collectively. Be proactive to improve.
Structure and adjust oral and written communication according to the audience.
Handle large amounts of information by separating the various components. Identify the key elements and convey appropriate solutions.
Sequence priorities independently according to deadlines and workload.
Make decisions concerning complex problems and set up action plans to achieve objectives with the manager's support if necessary.
Easily adapt to change. Support and reassure interlocutors to ensure a stable activity.
Specific Competencies
Gather all the information needed to understand customer demands or needs in order to provide an answer, with the help of superiors if necessary.
Know the main principles of the existing standards within the Group/ domain and apply them daily.
Challenge the settings of the forecast curves and adapt its planning models as needed.
Requirements:
Knowledge of English and Italian language.
Proficient knowledge of Microsoft Office (Excel).
Its required at least 1-year experience as Planning Officer/Scheduler or 2 years as a Real Time Analyst.
Knowledge of Power BI / Tableau / SQL would be a plus.
If you think you are suitable for this position and like the challenges, then send your CV putting " PLANNING AND REPORTING OFFICER / SCHEDULER " in the object to the address:?recruitment.al@webhelp.com.
