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Workforce Management Analyst Planning - Assisted Channels (Openbank)

Workforce Management Analyst Planning - Assisted Channels (Openbank)

SantanderMadrid
Hace más de 30 días
Tipo de contrato
  • A tiempo completo
Descripción del trabajo

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 - 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!