Junior Workforce Coordinator

Centrecom Limited in Malta is currently looking to recruit a Junior Workforce Coordinator to join their team on a full-time basis.

Overview:

The Workforce Planning Junior Coordinator will be handling Workforce Management plans, implements, monitors and controls the weekly/daily work schedules and assignments including shift, OT and Holiday duty charts to ensure optimum utilization of the Operations staff and to take care of planned and contingent peak loads of incoming calls.

Duties & Responsibilities:

• Responsible for Headcount sizing creation and analyzing the staffing requirements with different sizing methodologies
• Continuously analyzes required staff amount per respective section for all projects compared to client requirements and highlights & reviews with superiors the significant workforce availability, deployment and utilization matters
• Responsible for workload capacity creation and analysing all workload parameters to accurately assess the maximum capacity for achieving the highest staff efficiency
• Analyzing and sizing the headcount requirement based on 90 Days forecast which was revived by the client and aligned with the agreed service level
• Assessing the currently available headcount and requesting new batches from HR in accordance with agreed service leave with the HR team and considering training capacity as part of the hiring plan
• Govern the performance of the operation team compared to the headcount plan assumption, with supported recommendations for correction
• Analyze the forecasted workload in weekly intervals to correct upcoming trends and assess the previous forecast accuracy
• Generate scenarios of forecasts and model the schedules to select the “best fit” patterns
• To design scheduling processes and facilitate concurrence on final procedures
• Establish and document the forecast and scheduling process
• Monitoring the implementation of the agreed shrinkage percentage and applying the required shrinkage according to the availability of the service level
• Highlights and reviews with superiors the significant resource availability, deployment and utilization matters; follow up in order to resolve issues
• Implements, monitors and controls work schedules and assignments in order to ensure optimum utilization of staff and to take care of planned and contingent peak loads of incoming calls
• Maintains workforce management database to ensure accurate, reliable and updated information on staff levels in the different projects.

Requirements:

• A minimum of 1 year experience in the workforce, data management and call centre operations is ideal 
• Understands basic concepts on routing and traffic management 
• Knowledge on manual forecasting and scheduling is a must 
• Proficiency in MS Excel, and MS Access is a must 
• Demonstrate excellent organizational, people, communication and presentation skills 
• Flexible in rotational/shifting schedule.