Workforce Management & Planning Manager
eDreams
Barcelona
hace 4 días

Job Description

eDreams ODIGEO (www.edreamsodigeo.com) is one of the world’s largest online travel companies and one of the largest European e-commerce businesses.

eDreams ODIGEO and each of its five leading brands Opodo, eDreams, Go Voyages, Travellink and Liligo have been instrumental in ushering in a new era of travel booking.

With a presence in 46 markets, we are Europe’s largest flight retailer, serving over 18 million customers last year. Our customers can access the best deals in regular flights, low-cost airlines, hotels, cruises, car rental, dynamic packages, holiday packages and travel insurance to make travel easier, more accessible, and better value.

We are looking for a data-driven leader to join our Customer Experience organization and lead our global workforce management function to ensure we deliver a best in class performance from our outsourced centers.

The role will be responsible for creating world class processes for forecasting, capacity planning and service delivery.

You will be part of the CX leadership team and help 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 cross-functionally across the organization as well as the ability to lead a team.

Role description :

  • Identify new, innovate methods, strategies and opportunities for workforce management and drive those projects to completion so as to make eDOs workforce management best in class
  • Own processes around forecasting, capacity planning and agents scheduling to provide consistent high quality service across all sites.
  • Oversee and manage the collection, analysis and reporting on performance statistics drive operational efficiencies, proactive responsiveness and long-term forecasting.
  • Perform root cause analysis and implement preventive & corrective actions to volume, forecasting and staffing patterns.
  • Center Management

  • Coordinate the capacity of our outsourced centers providing long-term and mid-term forecast to our partners with optimized shrinkage planning for seasonality.
  • Participate and own business review meetings with key operational stakeholders to ensure outsourced partners deliver right level of service.
  • Asses and sign off medium term plans ensuring that essential inputs are received, and all impacting factors are reflected to ensure key KPI’s are delivered.
  • Articulate historical and real-time 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.
  • Team

  • Lead our global workforce management teams including hiring, training, goal setting, and performance reviews.
  • Grow and build a high performing team providing ongoing development and management of your team.
  • Candidate profile

  • 5+ years of experience in leading a workforce management team driving the end-end WFM cycle.
  • Experience in statistical tools for forecasting and optimization of resources.
  • Strong communication skills with an ability to synthesize issues and present to senior audiences.
  • Excellent analytical skills and a passion for data driven decision.
  • Results orientation with a focus on delivering continuous and measurable improvements.
  • Passion for the customer and 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 center capacity; knowledge of the Genesys Colud platform is a plus.
  • Previous experience managing outsourced call center operations is preferred
  • Previous experience in Travel is a plus
  • What do we offer?

  • We support a phenomenal lifestyle and work-life-balance with our flexible hours and flexible remote work policy.
  • A free eDreams Prime subscription to benefit from significant discounts on your travels.
  • Competitive compensation package with an attractive bonus structure.
  • Excellent environment for continuous growth and learning : with our Learning & Development programs, you will have access to tech talks, internal soft skills and technical skills training, language lessons, external events and industry conferences.
  • Free subscription to O’Reilly Online Learning.
  • Fast-track career development : with our unique programs, you are always working towards the next step on your career path.
  • We also have for you a Ticket Restaurant benefit & unlimited beverages and coffee for free at the office (with many types of milk alternatives) because we like our eDOers happy and healthy!
  • A phenomenal lifestyle and work-life-balance.
  • New to the city? We also offer great relocation packages.
  • Additional prizes and awards for a variety of team and individual achievements.
  • Fun at work : at eDreams ODIGEO, work and fun go hand in hand!

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

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