Workforce Manager – Customer Service 91 views

Job Overview

  • Country Italy
  • Language(s) English, Italian
  • Level of Experience Expert


For our business in Milan, Italy we are currently looking for a Workforce Manager (male/female). You’ll join a well-established and high performing project looking to achieve success on our long term strategy.

As a WFM you will be in charge of ensure the proper development of the service by controlling schedules, breaks and distributing the volume of calls based on the staff present in the service, reaching maximum profitability. You will be responsible of call traffic control, distribution of workers according to call curves and creation of templates for the different reports required either internally (service manager, platform managers, production, administration, etc.) or externally (clients).

Duties & responsibilities

  • Create economic, forecast and budget reports, monitoring their deviations.
  • Propose productivity improvement plans giving guidelines on time controls and work distribution.
  • Contemplate the deviations that occur, analyze their causes, consequences, as well as propose and implement the appropriate corrections.
  • Preparation, interpretation and sending of periodic reports to the client and to those responsible for the project.
  • Monitoring and analysis of call traffic and time control.
  • Generate computer tools for the management of schedules, vacations, compensations, etc.
  • Any other function that is considered relevant and necessary in the business.

Required qualifications & experience

  • High school diploma/Bachelor (preferentially in Management Engineering, Mathematics, Statistics, Informatics or similar).
  • Experience and knowledge of Outsourcing field
  • At least 5 years’ experience in Workforce roles/Planning/Reporting
  • Excellent language skills in Italian and English (C1)
  • Advanced computer skills especially in Excel with ease to generate calculation tools, A linked tables, macros, etc.
  • Data analysis and numerical interpretation
  • Organization of work (Target orientated and Tolerance to the pressure)
  • Knowledge of the application for control and management of the CSRs, besides generating reports for on-line or later analysis

What we offer

  • Modern and multinational working environment at an attractive location in Milan with good public transport connection.
  • Belonging to a great international company where you will constantly be learning.

Join us in a vibrant, multi-cultural city center environment. Explore you careers possibilities and work on your Personal Development. Above all, enjoy the experience of working with highly prestigious brands!

At Majorel, we guarantee compliance with preventive regulations to ensure the care for the safety and health of workers in our facilities or in teleworking.

This job opportunity is addressed for both sexes, in accordance with Laws 903/77 and 125/91.

Job Location

Only candidates can apply for this job.