.Senior WFM SpecialisteDreams ODIGEO is the world's leading travel subscription platform and one of the largest e-commerce businesses in Europe. Under its four renowned online travel agency brands - eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo - it serves more than 20 million customers per year across 44 markets. Listed on the Spanish Stock Market, eDreams ODIGEO works with nearly 700 airlines. The business conceptualised Prime, the first subscription product in the travel sector which has topped 5 million members since launching in 2017. The brand offers the best quality products in regular flights, low-cost airlines, hotels, dynamic packages, cruises, car rental and travel insurance to make travel easier,more accessible, and better value for consumers across the globe.We are looking for a highly motivated and data-driven person to join our Customer Experience organisation and our global workforce management function, to ensure we deliver a best in class performance from our outsourced centres. The role will be responsible for creating world class processes for forecasting, capacity planning and real time management.. You will be helping us build and execute on our strategic vision to deliver a world class experience for our 18+ million customers. The role will have high exposure to senior stakeholders, both internally and externally, and require working cross-functionally across the organisation.What you will do:- Own processes around forecasting, capacity planning and agents' scheduling to provide consistent high quality service across all sites.- The collection, analysis, and reporting on performance statistics to drive operational efficiencies, proactive responsiveness, and long-term forecasting.- Perform root cause analysis and implement preventive & corrective actions to address any issues related to performance of key performance indicators such as volume, forecasting and staffing patterns.- Coordinate the capacity of our outsourced centres providing long-term and mid-term forecast to our partners with optimised shrinkage planning for seasonality- Participate and own business review meetings with key operational stakeholders to ensure outsourced partners deliver right level of service- Articulate historical and real-time delivery of key metrics against demand forecasts and supply projection. Understand reasoning for any variance to the plan using both data and collaborating with stakeholders. Agree actionable and time-bound recovery and improvement plans.Who you are:- 3+ years of experience in leading a workforce management,- Experience in statistical tools for forecasting and optimization of resources- Strong communication skills with an ability to synthesise issues and present to senior audiences
