Workster is partnering with a leading BPO company to recruit a WFM Scheduler Analyst for their team in Essen, Germany. This role is ideal for individuals with a strong background in workforce management and scheduling, who are adept at analyzing data and optimizing resource allocation.

If you are detail-oriented, proactive, and looking to advance your career in a dynamic environment, we encourage you to apply!

Your Responsibilities:

  • Schedule Development: Create and manage comprehensive schedules, incorporating team needs such as training, coaching, feedback sessions, and future resource requirements.
  • Conflict Resolution: Resolve scheduling conflicts and recommend solutions for issues or special requests from team members or clients.
  • Operational Collaboration: Collaborate with key operational contacts to effectively schedule activities, including unplanned and planned absences or downtime.
  • Staffing Projections: Provide weekly staffing projections for the upcoming weeks to assist with planning and resource allocation.
  • Employee Records Maintenance: Maintain and update employee records, including skills, scheduling agreements, time-off entitlements, and contractual details in the scheduling system.
  • Data Analysis: Analyze data on workload patterns and use workforce management tools to determine appropriate staffing levels based on historical trends.
  • Discrepancy Management: Address discrepancies between actual and expected arrival patterns, recommending adjustments as needed.
  • Trend Monitoring: Monitor team trends and attrition, identifying potential issues that could impact resource planning.
  • Activity Coordination: Coordinate with operational contacts to schedule key activities, ensuring smooth workflow.
  • Staffing Plans: Provide realistic staffing plans based on current workforce availability and performance.
  • Weekly Outlook Sharing: Share weekly staffing outlooks to ensure the program is prepared for the upcoming weeks.

Your Qualifications:

  • Language Proficiency: Native or fluent in English (C1 level), with strong proficiency in both written and spoken communication.
  • Experience: At least 2 years of experience in a customer service or call center environment, with at least 1 year in workforce management preferred.
  • Technical Skills: Familiarity with workforce management processes such as staffing forecasts, scheduling, and performance metrics is preferred.
  • Software Proficiency: Proficient in using Google Suite (e.g., Sheets, Slides) and Microsoft Office applications (e.g., Word, Excel).
  • Regulatory Knowledge: Knowledge of local labor laws and regulations related to workforce management and scheduling is a plus.
  • Problem-Solving Ability: Strong problem-solving abilities, with the ability to make sound decisions in scheduling and resource allocation.

What We Offer:

  • Relocation Assistance: Support for candidates moving to Essen.
  • Working Schedule: Office hours, Monday to Friday.
  • Health Benefits: Private health insurance after the probation period.
  • Dynamic Work Environment: Work as part of a dynamic and multicultural team.
  • Wellness Perks: Regular fruit deliveries for a healthy lifestyle and free drinks.
  • Employee Wellness Schemes: Partnerships with fitness centers, restaurants, and beauty care providers.