Workforce Planner - Back Office

As Workforce planner you are to facilitate and optimize production, ensure forecast and analyzing of inflow from all channels, and apply needed resource allocation to secure capacity are used best possible. Additionally, you will be responsible for all KPI’s are delivered and to detect potential improvement areas in process’ and employee skill-set and have a very close corporation with the Team Leaders and Head of. The Team Leaders will be updated on all KPI’s, performance and needs for training by the Workforce planner.

In this position you work cross Nordic and will make planning cross our locations. Travel to our offices in Sweden, Denmark and Finland must be expected.

Responsibility will include:

• Forecast volumes and staffing requirements based on historical data, trends, and business needs.
• Create and maintain accurate staffing schedules to ensure optimal coverage and service level targets are met.
• Monitor real-time adherence to schedules and make necessary adjustments to optimize productivity.
• Analyze inflow and provide insights to identify opportunities for improving operational efficiency and performance.
• Collaborate with Team Leaders to identify and address staffing gaps and operational challenges.
• Develop and maintain effective communication channels with the teams, providing timely updates on schedules and any changes or adaptions.
• Maintain and update workforce management tools to ensure accurate and up-to-date information.
• Conduct regular evaluations of forecasting models, workforce management processes, and scheduling methodologies to drive continuous improvement.
• Stay updated with industry trends and best practices in workforce management to enhance overall performance.

• Engaged, curious, proactive, self-driven and service orientated
• Strong work ethic and ability to work independently with minimal supervision
• Act on own initiative, make things happen and accepts responsibility for the result
• Excellent communication skills, both verbal and written, with the ability to effectively convey information to various stakeholders
• Organized, structured, result oriented
• Ability to work both strategically and be a do’er
• Commercial mindset

Skills

• Strong analytical and problem-solving skills, with the ability to interpret data and make sound decisions.
• Excellent organizational and time management skills, with the ability to prioritize and multitask effectively in a fast-paced environment.
• Proficiency in using workforce management software and tools (e.g., Vonage, Cisco, Avaya, Genesys, Verint) to forecast general inflow of customer inquirery and create schedules.
• Ability to work collaboratively in a team environment and build strong relationships.
• Proficiency in Microsoft Excel, including advanced formulas, pivot tables, and data manipulation techniques.
• Knowledge of industry-specific metrics (e.g., service level, average handle time, occupancy) is preferred.
• Fluent in one of the Nordic languages both written and spoken is required.

Experience

• +5 years relevant call center work experience; preferably from Telco/shipping or logistic environment
• Experience with data extraction from various systems and convert it to readable prognoses
• +3 years experience with work force planning and scheduling

Education

• BA within Logistics, Economics, Quantitative Management Methods, Mathematics or corresponding data
• Education is not a must, but proven experience is.

We offer

• Working in a global company that delivers great results, with high ambition where you can develop a lifelong career path
• A working culture that is informal, but at the same time professional and dynamic, with the opportunity to make an impact
• Flexi-work policy
• Many active sports arrangements and other social events

We are conducting ongoing interviews and the job ad will be closed when the right candidates are selected.

For more information about the position, contact Head of Back Office -- Knut-Arne Jacobsen