Company Description: It takes a special kind of workplace to make the world's style more sustainable, and fashion more inclusive. A place where unique talents from all over the world come together to form a diverse and dedicated team. A culture of creativity, collaboration & growth. At H&M, we welcome you to be yourself and challenge you to grow! At Customer Service (CS), we contribute to H&M Group's vision and growth by making our customers' lives easier, providing our customers with exceptional guidance and inspiration, whenever and wherever they connect with us. We serve customers to all brands within H&M Group, through their full shopping journeys.
The organization includes around 3500 colleagues globally and 17 established CS centers around the world. We are on an exciting journey to meet and exceed our customers' expectations - today, tomorrow, and in the future.
Job Description: As a Global WFM Analyst, you are responsible for strategic capacity planning and scheduling for our Customer Service Centers globally. You will develop and update long to mid-term capacity plans for in-house CSC markets and monitor and forecast performance KPIs (AHT, Shrinkage, Attrition). You will lead regular Capacity Reviews with stakeholders in the Service Centers and agree on actions to ensure right sizing and to improve efficiency. You will offer suggestions to the Service Centers teams on how to improve service performance, such as (but not limited to): hiring resources, upskilling agents, and managing holiday periods. You will create mid to short-term forecasts and ensure weekly, daily, and intraday forecast patterns are updated to reflect actual trends and specific events and volume variations. You will work closely with stakeholders to ensure agent schedule satisfaction and maintain a healthy work/life balance for our advisors. You will monitor and regularly follow up on schedule efficiency and work closely with local operation teams to optimize the scheduling process. You will collaborate with colleagues in other WFM functions as well as other relevant stakeholders in the company to ensure an optimal WFM cycle. You will analyze and report on happenings and trends to provide data-driven recommendations for relevant stakeholders, from operations to WFM functions. You can communicate complex topics and data in an easy-to-understand way. You will proactively make the business aware of future challenges and opportunities. Continuously, you will own and strive to develop and improve WFM working routines and the department's success.
Qualifications: Just like everyone at H&M, we believe you are a social, open, communicative, and ambitious team player full of drive and optimism. Your personal qualities also include:
Analytical mindset with structure, accuracy, and precision in your workHigh integrity where you need to stand up for the decisions you takeGreat coordinating skills and proactivityCreativity in finding new solutions and better ways of workingEntrepreneurial and goal-drivenGood at simplifying figures and communicating findings to the BusinessGood at prioritizing, planning, and organizing Your experience & skills:+ 2 years contact center planning and forecasting experience and expertiseFormal education within COPC standards is meritingBachelor's degree in Business Administration/similar field or equivalent experience is meritingProficient in Microsoft Office, including advanced level in ExcelDemonstrated ability to create Excel-based forecast models and reportsExperience using and configuring WFM tools. Experience using Calabrio is a plusProfessional and effective interpersonal and communication abilitiesStrong numerical skills able to work with large datasets and convey data stories to different audiencesFluent in English, both spoken and written Additional Information: The position is full-time, hybrid (office/home) working, and based in our center in Barcelona. Some travel might be required for this position. No relocation package is available and requirement to have the legal right to work in the location will be applied.
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