Workforce Management Specialist (WFM Specialist)

About BizAway

Here at BizAway, we Deliver the Future of Travel. 😎
 

We are a solid international company with strong ambitions and great expertise. With a focus on sustainability 🌱, on a daily basis we support companies enabling them to improve their travel management through our constantly evolving services and solutions, always characterized by our tech attitude and smart and innovative processes. 🚀

We know that success comes from People and deserves to be recognized.👫Proactivity and Reliability, Kind collaboration and communication are the core values of our Solution Culture.

If you like challenges and would love to be part of one of the fastest growing B2B scale-ups, then BizAway is the company you have been looking for. 🤩

We are looking for

We are looking for a driven and enthusiastic Workforce Management Specialist (m/w/d), who desires to contribute to the growth and success of our Service Team.

Your role in BizAway

The WFM Specialist is responsible for the strategic and operational management of the workforce to ensure the company has the right number of employees with the appropriate skills, in the right place, at the right time. The primary goal is to optimize operational efficiency, maximize productivity, and achieve key Service Level Agreements (SLAs), all while balancing labor costs and employee satisfaction.

• Forecasting and Planning:

  • Analyze historical data (e.g. call, email, chat, ticket volumes) and trends to accurately forecast future staffing needs across short, medium, and long-term horizons.

  • Develop and maintain accurate forecasting models to predict resource requirements (FTE - Full-Time Equivalent).

  • Collaborate with team leaders and managers to integrate forecasts with business strategies, marketing campaigns, and seasonal variations.

• Scheduling:

  • Create and manage employee schedules, considering forecasted volumes, agent skill sets, preferences, and company policies.

  • Handle time-off requests, absences, and schedule changes to minimize operational impact.

  • Utilize WFM software (e.g. Genesys, Calabrio, NICE, Teleopti) to optimize planning and resource allocation.

• Real-Time Management (Intraday Management):

  • Monitor real-time performance metrics (e.g. Service Level, AHT - Average Handle Time, Adherence) and volume trends.

  • React promptly to unexpected deviations (e.g. call spikes, unplanned absences) by adjusting schedules or agent activities to maintain SLAs.

  • Communicate quickly with operations teams and managers to report issues and coordinate corrective actions.

• Analysis and Reporting:

  • Prepare and distribute periodic reports (daily, weekly, monthly) on workforce performance.

  • Analyze Key Performance Indicators (KPIs) to identify trends, inefficiencies, and opportunities for improvement.

  • Provide insights and recommendations to managers to optimize operational strategies and enhance productivity.

  • Conduct ad-hoc analysis to support special projects or business decisions.

• Collaboration and Communication:

  • Work closely with team managers, Human Resources, IT departments, and senior management to ensure alignment and support.

  • Train team leaders and employees on WFM tools and scheduling policies.

  • Act as a Subject Matter Expert (SME) for all workforce planning matters.

Your basic qualifications

• Experience:

  • Proven experience (typically 2+ years) in Workforce Management, preferably in a contact center, customer service, or high-volume operational environment.

  • Familiarity with forecasting, scheduling, and real-time management concepts.

• Technical Skills:

  • Strong proficiency with Workforce Management software (e.g. Genesys WFM, Calabrio ONE, NICE WFM, etc.).

  • Advanced knowledge of Microsoft Excel (pivot tables, complex formulas, macros) for data analysis.

  • Familiarity with business intelligence tools (e.g. Power BI, Tableau) is a plus.

• Soft Skills:

  • Strong analytical and mathematical skills with a keen attention to detail.

  • Excellent problem-solving and critical thinking abilities to make quick, data-driven decisions.

  • Superb communication and interpersonal skills to interact with various levels of the organization.

  • Ability to thrive in a fast-paced, dynamic environment, managing stress and multiple priorities.

  • Proactive and self-motivated work ethic.

• Education:

  • Bachelor's degree or diploma in economics, business administration, statistics, or a related field. Relevant work experience may be considered in lieu of a degree.

We are also interested in

• Highly organized and detail-oriented, with the ability to work effectively under pressure.

• A natural problem-solver, skilled in navigating complex situations.

• Tech-savvy and proficient with digital tools, demonstrating a keen interest in technology.

• Multilingual abilities are a plus.

Our offer

✈️ A seat on a scale-up with skyrocketing growth
💰 Attractive compensation, including equity in the company
📈 Development of your entrepreneurial spirit, having the chance to implement real-impact business decisions
🌍 Multicultural and international team
🙌 Collaborative and smart environment to work and learn
🍻 Free coffee to kick-start your day and free beers to celebrate together
🏢 Remote work, flexible working policy, and great offices in Europe

BizAway guarantees equal employment opportunities for all individuals, in compliance with Art. 3 of the Italian Constitution, Legislative Decree 198/2006 (Equal Opportunities Code), Law 162/2021, and EU Directive 2006/54/EC. The selection process is open without any discrimination on the basis of gender, age, sexual orientation, gender identity, disability, ethnic origin, personal beliefs, or religion.