<p>The role</p>

<p>The position is part of the Information Management &amp; BackOffice team and is a direct report of one of the Senior WFM Planners. The operational execution of the tasks of the WFM back office worker takes place on behalf of one or several Client Teams. For an unambiguous insight in scheduled and available capacities on all sites, every WFM back office worker uses the same WFM/planning tools. &nbsp;</p>

<p>Our future colleague will be responsible for the calculation of required capacity and seats(work places) of assigned projects/CT&rsquo;s, &nbsp;for personnel staffing (schedules) of assigned projects/CT&rsquo;s, in such a way that pre-defined goals are met (eq optimal occupancy and project agreements are achieved). They will also be responsible for the administration of new and existing agents in the WFM tools.</p>

<p>&nbsp;</p>

<p>Main accountabilities</p>

<p>Planning</p>

<p>To draw up and keep current a production planning (requirement) for the assigned projects in consultation with WFM consultant. To staff the projects according to the created requirement and staff any agreed on non-production, in such a way that an optimal occupancy/utilization can be realized for the site/project.</p>

<p>Scheduling</p>

<p>Responsible for the personnel staffing of the assigned projects, in such a way that preset&nbsp;&nbsp;&nbsp; targets are met or approached as best as possible.</p>

<p>&nbsp;</p>

<p>CSR Administration</p>

<p>Responsible for keeping the project up to date regarding the base administration of new and existing agents.</p>

<p>&nbsp;</p>

<p>&nbsp;</p>

<p>Skills required</p>

<p><!--[if !supportLists]-->[*] &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Proficiency in English;</p>

<p><!--[if !supportLists]-->[*] &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Knowledge of Microsoft Office, especially Excel (preferably pivot tables, VisualBasic and Macro&rsquo;s)</p>

<p><!--[if !supportLists]-->[*] &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <!--[endif]-->Knowledge of contact center processes</p>

<p><br />
We are looking to fill this position as soon as possible. Please apply only in the nature specified.&nbsp;We thank everyone for applying, however only successful candidates will be contacted for an interview.&nbsp;You can apply online or send your application in English directly to recruitment.ro@xerox.com with the title &ldquo;WFM Clerk&ldquo;.</p>
