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WFM Specialist

Requirements

• Lead a workforce planning team
• Create best capacity plan for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
• Develop, improve and optimize work assignment, prioritization logic to manage work from various regions with multiple constraints.
• Work with Operational Management to design and agree service protection strategies, ensuring buy in and commitment at all levels allowing the Command Centre team to support the customer Experience at all times.
• Provide real-time escalation, recovery, and restore capabilities for any failure of service; notify any major issues to Workforce, Capacity and Operations leaders ensuring the right people know of the incident at the right time.
• Constantly review existing processes and research new ones for possible automation improvements or enhancements, designing and installing special project improvements or enhancements whenever necessary.
• Communicates effectively with peer Workforce leads and Managers across the same functional areas worldwide to drive priorities.
• Participate in wider projects and initiatives. He/she will own providing optimal workflow and planning solutions for upcoming initiatives.
• Partner with Operations, Capacity Planning and Clients to analyse historical data and work trends and provide workflow inputs. Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.
• Support site management to optimize staffing requirements. Manage SLA and provide recommended workflow options and directives to maintain acceptable SLA.
• Lead critical projects to improve workflow processes.
• Fully leverage existing technology, including global standardization of reporting

Benefits

We’re a global team of passionate, hard-working, ambitious gamers, whose goal is to make every gamer's experience as perfect as possible. We’re dedicated to helping your players because they’re part of our community too. We’ve been working hard for players, clients, and the games industry for nearly three decades, providing industry-leading services to every part of the globe.

We believe great work gets done by teams who love what they do. This is why we approach every solution with an all-minds-on-deck strategy that leverages our global workforce's strength, creativity, and passion.

For further information please visit:

https://www.ptw.com

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