WFM Planning & Scheduling Specialist

About BizAway

Here at BizAway, we Deliver the Future of Travel. 😎

We are a solid international company with strong ambitions and great expertise. With a focus on sustainability 🌱, on a daily basis we support companies enabling them to improve their travel management through our constantly evolving services and solutions, always characterized by our tech attitude and smart and innovative processes. 🚀

We know that success comes from People and deserves to be recognized.👫Proactivity and Reliability, Kind collaboration and communication are the core values of our Solution Culture.

If you like challenges and would love to be part of one of the fastest growing B2B scale-ups, then BizAway is the company you have been looking for. 🤩


We are looking for

We are looking for an analytical and detail-oriented Workforce Planning & Scheduling Specialist, who desires to contribute to the growth and success of our Service Team.


Your role in BizAway

The WFM Planning & Scheduling Specialist is responsible for the strategic and operational management of the workforce to ensure the company has the right number of employees with the appropriate skills, in the right place, at the right time. The primary goal is to optimize operational efficiency, maximize productivity, and achieve key Service Level Agreements (SLAs), all while balancing labor costs and employee satisfaction. The Specialist owns the planned daily allocation of agents across languages, channels and activities. The Real-Time team manages intraday adjustments based on actual demand and operational conditions, in coordination with Team Leaders.


  Forecasting and Planning:

• Calibrate and maintain short-medium and long term forecasts across multiple channels (Calls, chat, tickets etc) .
• Convert forecasted contact volumes and shrinkage factors into FTE (Full-Time Equivalent) capacity plans.
• Collaborate with team leaders and managers to integrate forecasts with business strategies, marketing campaigns, and seasonal variations.

  Scheduling & Shift Design: 

• Build and publish daily activity plans specifying each agent’s assigned channel or task by time slot, including phone, chat, email, Service Desk, backlog recovery and offline activities.
• Plan staffing coverage by language, channel and time slot, matching forecasted demand and service hours with agents’ language proficiency, technical skills and service qualifications.
• Allocate time for breaks, training, coaching and team meetings while maintaining the required operational coverage.
• Identify coverage gaps by language and channel and propose adjustments to shifts, activity allocation or staffing before schedules are published
• Provide clear daily allocation plans to Team Leaders and the Real-Time team, incorporating their feedback to improve future planning.

  Capacity Analytics and Reporting:

• Track and evaluate core operational metrics, including forecast accuracy, schedule efficiency, net capacity vs. gross requirement, and schedule adherence
• Prepare and distribute periodic reports (daily, weekly, monthly) on workforce performance.
• Provide insights and recommendations to managers to optimize operational strategies and enhance productivity.
• Conduct ad-hoc analysis to support special projects or business decisions.

  Collaboration and Communication:
 

• Work closely with team managers, Human Resources, IT departments, and senior management to ensure alignment and support.
• Lead ongoing education initiatives for team leads and staff on WFM scheduling rules, self-service portals, and adherence expectations.
• Act as a Subject Matter Expert (SME) on workforce capacity, advising operational managers on overtime needs, and schedule flexibility.

Your basic qualifications

  Experience:

• Proven experience (typically 2+ years) in Workforce Management, preferably in a contact center, customer service, or high-volume operational environment.
• Familiarity with forecasting, scheduling, and real-time management concepts.

  Technical Skills:

• Strong proficiency with Workforce Management software (e.g. Genesys WFM, Calabrio ONE, NICE WFM, etc.).
• Advanced knowledge of Microsoft Excel (pivot tables, complex formulas, macros) for data analysis.
• Familiarity with business intelligence tools (e.g. Power BI, Tableau) is a plus.

  Soft Skills:

• Strong analytical and mathematical skills with a keen attention to detail.
• Excellent problem-solving and critical thinking abilities to make quick, data-driven decisions.
• Superb communication and interpersonal skills to interact with various levels of the organization.
• Ability to thrive in a fast-paced, dynamic environment, managing stress and multiple priorities.
• Proactive and self-motivated work ethic.

Education:

Bachelor's degree or diploma in economics, business administration, statistics, or a related field. (Relevant work experience may be considered in lieu of a degree.)


We are also interested in

• Highly organized and detail-oriented, with the ability to work effectively under pressure.
• A natural problem-solver, skilled in navigating complex situations.
• Tech-savvy and proficient with digital tools, demonstrating a keen interest in technology.
• Multilingual abilities are a plus.

Our offer

  ✈️ A seat on a scale-up with skyrocketing growth
  💰 Attractive compensation, including equity in the company
  📈 Development of your entrepreneurial spirit, having the chance to implement real-impact business decisions
  🌍 Multicultural and international team
  🙌 Collaborative and smart environment to work and learn
  🍻 Free coffee to kick-start your day and free beers to celebrate together
  🏢 Remote work, flexible working policy, and great offices in Europe


BizAway avoids any discrimination based on age, gender, sexual orientation, health status, nationality, political opinions, and religious beliefs in all decisions affecting personnel selection.