Workforce Management Analyst Planning - Assisted Channels (Openbank)

Workforce Management Analyst Planning - Assisted Channels (Openbank)Country : SpainProject Associate Expert IIZinia is the new checkout lending platform of the Santander Group.
Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology from Openbank and Santander Consumer Finance.This is an exciting opportunity to make your contribution over a growing market within the business areas of lending, cobranded credit cards and buy-now-pay-later with a solid expansion across different countries with global leading merchants.Zinia leverages the technological resources and expertise of Openbank, the digital-native bank of the Santander Group, which is currently rolling out its international expansion plans.Mission and responsibilities :As a Workforce management planner, you will be in charge of forecasting, planning, reporting and analysis of Contact center activitiesThe main tasks of this position will be the following :Traffic Forecasting calculation and Staffing requirements based on Inbound history and service level agreementsOutsourcer requirements calculation and follow up.
Traceability of Real vs Required staffingContact center KPIs reporting and follow-up analysis of performance and productivityEfficiency continuous improvement measures on Planning and Real Time Control activities to support SLAs and Customer experiencesTo be successful in the role you must haveAt least - years of Previous experience in a WFM area in similar role of planning and staffing, preferably in a vendor management organization environmentAbility to analyzing, producing KPIs dashboards and synthesizing complex informationGenesys WFM and reporting tools knowledge will be an advantageKnowledge in exploiting analysis systems (Databases, SQL)English (written and oral business level communication skills)What do we offer?Joining a dynamic and agile company undergoing international expansion.Working in start-up mode with the support of the Santander Group.Competitive remuneration and attractive benefits package.Possibility of growth within the company and the Group.Collaborating on international projects in different countries.Excellent work environment, social clubs and frequent events (virtual at present).Would you like to grow with us?
Join our team!
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