Workforce Management Analyst Planning - Assisted Channels (Openbank)
Country: Spain Project Associate Expert II
Zinia 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. Through a simple and flexible banking model, Openbank offers customers the possibility to manage their finances on the website or app.
Mission and responsibilities: As a Workforce management planner, you will be in charge of forecasting, planning, reporting and analysis of Contact center activities
The main tasks of this position will be the following:
Traffic Forecasting calculation and Staffing requirements based on Inbound history and service level agreements Outsourcer requirements calculation and follow up. Traceability of Real vs Required staffing Contact center KPIs reporting and follow-up analysis of performance and productivity Efficiency continuous improvement measures on Planning and Real Time Control activities to support SLAs and Customer experiences To be successful in the role you must have At least 2-3 years of Previous experience in a WFM area in similar role of planning and staffing, preferably in a vendor management organization environment Ability to analyzing, producing KPIs dashboards and synthesizing complex information Genesys WFM and reporting tools knowledge will be an advantage Knowledge 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!
Openbank is an equal opportunity employer. All applicants will be considered as equal without paying attention to gender identity, sexual orientation, ethnicity, religion, age, political orientation, union membership nor disability status. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. If you´re not currently living in Madrid or Valencia and you are open to relocate yourself, we would still love to consider your application. The personal data you provide as well as any data generated during the selection process are confidential and will be processed by Open Bank, S.A./ Open Digital Services, S.L. with registered office at Plaza de Santa Bárbara 2, 28004 (Madrid), for the sole purpose of managing your participation in the selection processes and, where appropriate, to formalise your recruitment. For further information about your rights and data protection, please read the ODS/Openbank Privacy Policy applicable to this type of data processing here. [ URL ]
