WFM Planning & Scheduling Specialist

About the role

BizAway, an international B2B travel management company focused on sustainability, is looking for an analytical and detail-oriented Workforce Planning & Scheduling Specialist to contribute to the growth of its Service Team. The specialist manages the workforce strategically and operationally so that the company has the right number of employees with the right skills in the right place at the right time, optimizing efficiency and productivity while meeting Service Level Agreements and balancing labor costs and employee satisfaction. The specialist owns the planned daily allocation of agents across languages, channels and activities.

Key responsibilities

• Forecast and plan: calibrate short-, medium- and long-term forecasts across calls, chat, tickets and other channels, convert them into FTE capacity plans, and align them with business strategy, marketing campaigns and seasonality.
• Schedule and shift design: build and publish daily activity plans by time slot and channel, cover staffing by language and skill, allocate breaks, training and meetings, and propose adjustments to close coverage gaps.
• Capacity analytics and reporting: track forecast accuracy, schedule efficiency, net capacity versus gross requirement and adherence, prepare daily, weekly and monthly reports, and give ad-hoc analysis to managers.
• Collaboration: work with team managers, HR, IT and senior management, lead education on scheduling rules and portals, advise on overtime needs, and share daily plans with Team Leaders and the Real-Time team.

Required profile

• Typically 2+ years of experience in Workforce Management, preferably in a contact center, customer service or high-volume environment.
• Familiarity with forecasting, scheduling and real-time management concepts.
• Bachelor's degree or diploma in economics, business administration, statistics or a related field; relevant experience may be considered in lieu of a degree.
• Analytical, detail-oriented, able to work under pressure, with strong communication skills and a proactive approach.
• Multilingual abilities are a plus.

Required skills

• Workforce Management software such as Genesys WFM, Calabrio ONE or NICE WFM.
• Advanced Microsoft Excel (pivot tables, complex formulas, macros).
• Business intelligence tools such as Power BI or Tableau are a plus.

What we offer

• Attractive compensation including equity in the company.
• A multicultural, international team in a collaborative environment.
• Flexible working policy: hybrid, 3 days in the office and 2 days from home, with offices in Europe.
• Free coffee and free beers.