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Planning Specialist

447-000

The Planning Specialist is responsible for schedule creation and planning for all our teams on the Dyson campaign. You will plan across multiple sites and countries with intraday requirements and rotating patterns to ensure cover Monday-Sunday support. This role is also responsible for creating a robust short-, medium- and long-term forecast for all our channels on the campaign, while working in partnership with the Client.

What you will achieve:

▪ Work with the Planning Manager on weekly, monthly, yearly staffing plans

▪ Deliver an annual, quarterly and monthly forecast in line with budget refreshes and in partnership with the Client.

▪ Develop schedules that effectively deliver staffing levels based on the Intraday requirements and that consistently achieve service level commitments

▪ Manage non-productive time requests ensuring planning and that impacting coverage and SLAs

▪ Perform ongoing analysis of current staffing on a skill level to ensure coverage for all supports individually

▪ Acting as a contact person for all questions on aspects of workforce planning and scheduling

▪ Responsible for tracking and analysing shrinkage, turnover and attrition on a weekly/monthly/quarterly and yearly basis

▪ Planning time off requirements per each specific support on a daily, weekly, monthly and yearly basis and based to the legal requirements of country of each site

▪ In charge of time-off request validation within the legal requirement and company’s policy and expectations

▪ Work with the Planning Manager to ensure all client and internal requests are managed and delivered in line with agreed timescales

▪ Identifying best practice planning and forecasting from external bodies and resources and implement this to your approach

▪ Working with the RTA team to identify efficiency opportunities and better ways of working

What we look for:

▪ Advanced level of English language (spoken and written)

▪ The ability to develop strong relationships with all internal departments and cross-functional teams.

▪ To proactively drive client engagement and collaboration

▪ Able to communicate effectively with people at all levels

▪ Able to operate effectively in Excel, PowerPoint & Word

▪ SME on relevant labour rules/guidelines and best practices regarding working time distribution and time off

▪ Proven past working experience in a call center planning team is a plus

▪ Solid organizational skills including attention to detail and multi-tasking skills

▪ Be enthusiastic and positive and to love working in/with teams

▪ Experience with GeneSys, Injixo, Calabrio, Amazon Connect and other WFM tools

What you can expect form us:

  • Start date: December, 2021

  • Full-time permanent contract (39hours/week)

  • Schedule: Monday - Friday from 9am to 6pm

  • Competitive salary plus benefits

  • 24 days holiday per year on full time basis

  • Being part of a constantly growing company & team, with endless opportunities for career development

  • A modern, international & friendly working environment – one of the best in the city!

  • Join our family! CPM is all about people and we are well-known for our amazing workforce of diverse, talented professionals!

CPM International does not discriminate based on race, creed, colour, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, physical or mental ability, veteran status, military obligations or marital status.

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