Job Description

Posted 21 hours ago

As you contemplate your future, you might be asking yourself, what’s the next step? Start your journey with us!

We are looking for a WFM Specialist to cover a temporary replacement to join our Customer Experience Team and our global workforce management function, to ensure we deliver a best in class performance from our outsourced centers. Your main role as WFM Specialist will be responsible for creating world class processes for forecasting, capacity planning and real time management. You will be helping us build and execute on our strategic vision to deliver a world class experience for our 18+ million customers. If you’re ready to soar, we’re ready to take you there.

Why eDreams ODIGEO

Join the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe.

20 million customers – 44 markets – 5 brands – 5.4M members in Prime
16.2 million bookings FY23 – More than 50,000 bookings per day – 100 million daily user searches 
8 Billion ML predictions per day – Up to 1.8 billion daily AI predictions
1400 employees – More than 50 different nationalities – 99% permanent contracts – 36.3 average age

We’re a leading travel tech company, revolutionizing the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world’s first travel subscription program.

What you will do:

The Role’s Key Responsibilities and Tasks

As an eDOer, you will have clear objectives, great challenges and a clear overview of how your work contributes to the global company project and its customers. As WFM Specialist in the CX team you will be in charge of:

Own processes around forecasting, capacity planning and agents’ scheduling to provide consistent high quality service across all sites.

The collection, analysis, and reporting on performance statistics to drive operational efficiencies, proactive responsiveness, and long-term forecasting.

Perform root cause analysis and implement preventive & corrective actions to address any issues related to performance of key performance indicators such as volume, forecasting and staffing patterns.

Coordinate the capacity of our outsourced centers providing long-term and mid-term forecast to our partners with optimized shrinkage planning for seasonality

Participate and own business review meetings with key operational stakeholders to ensure outsourced partners deliver right level of service

Articulate historical and real-time delivery of key metrics against demand forecasts and supply projection. Understand reasoning for any variance to the plan using both data and collaborating with stakeholders. Agree actionable and time-bound recovery and improvement plans.

What you need to succeed: 

 Job Requirements

Bring your unique perspective, speak up, and offer disruptive solutions. You’ll have the opportunity to learn and grow while making a real impact on our team. Here’s what you need to succeed: 

3+ years of experience in leading a workforce management, 

Experience in statistical tools for forecasting and optimization of resources

Strong communication skills with an ability to synthesize issues and present to senior audiences.

Advanced Microsoft Excel (pivot tables, advanced formulae)

Excellent analytical skills and a passion for data driven decision 

Results orientation with a focus on delivering continuous and measurable improvements

Effective decision making, planning and organizational skills

Passion for the customer and a customer first mindset

Strong problem solving skills with an eye for building new and better systems.

Knowledge of industry leading tools to plan and manage call center capacity; knowledge of the Genesys Cloud platform is a plus.

Previous experience with outsourced call center operations is preferred

Previous experience in Travel is a plus

What’s in it for you?

 The best talent deserves the best benefits

At eDO, we want you to be a part of our success story and great culture.

Here’s what we offer:

A rewarding Compensation package!