Position Overview
The WFM Analyst should guarantee the optimization, automation and innovation of the processes as well as the standardization of them.
Key Responsibilities
- Preparing the capacity planning file in coordination with relevant planners from other countries, taking into account feedback from operations teams, and ensuring all final checks are completed precisely.
- Ensuring the capacity plan accurately reflects current conditions and seasonal trends in line with defined planning parameters.
- Overseeing hiring, training, upskilling, and transfer planning processes to ensure they are executed at the right time and with the appropriate number of resources based on operational needs.
- Ensuring that shift scheduling is structured in alignment with the interval adherence and segment adherence planning methodology.
- Designing the planning strategy to minimize penalties and maximize bonuses, considering the Bonus/Malus impact of segment adherence performance on invoicing.
- Establishing and maintaining a real-time monitoring and action mechanism to support the implemented planning structure.
- Ensuring timely execution of immediate and future-oriented actions through consistent process monitoring.
- Managing all processes in accordance with the TP Global WFM documentation and the BEST WFM guidelines, maintaining a state of audit readiness for global reviews.
- Preparing for client presentations with attention to detail and completeness; verifying all data accuracy in advance to ensure effective and reliable client management. Presenting LOB-based capacity analyses and interval/segment adherence simulations clearly and effectively.
- Conducting regular meetings both individually and jointly with WFM, RTM, and operations teams to perform historical performance analyses and develop result-oriented forward projections, and presenting these to relevant stakeholders.
Required Qualifications
- Analytical knowledge
- Microsoft Office knowledge
- Advanced Excel proficiency
- Having strong knowledge of WFM tools (experience with Nice IEX and Alvaria is a plus).
- English proficiency (C1)
- B2-level German (although the latter is not a strict requirement).
Soft Skills & Other Requirements
- Team coordination
- Client communication & presentation
- Team training and improvement
