Client Relations Workforce Management Specialist

Job description

JOB DEFINITION

 

The aim of the Client Relations Centre is to provide an outstanding experience to our clients.  We do this by focusing on building client relations, being service minded and solution oriented. We are proactive, informed, passionate and caring.

As Cartier Client Relations Workforce Management Specialist , reporting to the CRC Operations Manager you will be responsible for overseeing WFM for our EU Client Relation Centre, including resource planning, contacts forecasting and shift management.

This position is the backbone of the operating model for a dynamic and growing organization of 90 + ambassadors managing calls, emails, social networks, live chat, WhatsApp and clienteling to deliver best in class service for clients across Europe (34 countries, 13 languages), 7 days a week including bank holidays.

 

KEY RESPONSIBILITIES

·  Forecast contact volumes across all European markets on a daily, weekly, monthly, and annual basis, considering all customer interaction channels (phone, email, social media, etc.).
·  Evaluate capacity requirements and design schedules accordingly to ensure optimal coverage.
·  Develop short- and long-term staffing models, providing data-driven recommendations to ensure adequate staffing for expected workload.
·  Oversee the shift scheduling process, focusing on maximizing SLA performance, employee satisfaction, and overall well-being.
·  Regularly compare actual results against forecasts to identify gaps and improvement opportunities.
·  Design and implement real-time operational dashboards to enhance supervisory visibility and response efficiency.
·  Deliver recurring performance reports to management and collaborate closely with Team Leaders to validate and adjust schedules as needed.
·  Maintain ongoing communication with top management to align staffing plans with current and projected volumes, ensuring robust and proactive capacity planning.
·  Continuously develop and enhance the Workforce Management (WFM) tool, integrating new features to support high productivity and operational efficiency.

 

 

 

 

PROFILE

·  Experience of operational analytics, workforce planning, capacity modelling, customer service operations or equivalent business experience advantageous.
·  Strong IT and data management skills – highly competent in Microsoft Office applications (Excel, PowerPoint) and WFM systems (Calabrio, …).
·  Analytical thinking, computer skills, problem-solving orientation
·  Have a good understanding of Contact center service levels concepts including Customer satisfaction metrics
·  Ability to analyze large, complex datasets and convert them into simple, meaningful insight
·  Tenacious attention to detail – the ability to check, spot potential issues, challenge and ask questions.
·  Effective communication, proactivity, and time management
·  Excellent written and verbal English communication skills, able to work with various levels in the organization