Operational Efficiency Manager

6 days ago


Oslo, Oslo County, Norway TN Norway Full time
Workforce Management: The Key to Success

In today's fast-paced business environment, effective workforce management is crucial for driving operational efficiency and customer satisfaction.

At TN Norway, we recognize the importance of strategic workforce planning and are seeking a highly skilled WFM Planner to join our team.

Job Responsibilities:
  • Develop and deliver capacity plans that meet customer service level agreements.
  • Collaborate with analysts and global planning leads to ensure data-driven decision-making and optimal operational efficiency.
  • Manage complex multi-country capacity planning efforts effectively.
  • Generate reports on performance metrics such as handling time, occupancy, shrinkage, and other operational metrics.
  • Conduct ad-hoc scenario simulations and sensitivity analyses to ensure optimal resource allocation under varying conditions.
  • Provide recommendations and drive changes to improve customer experience, agent well-being, and cost-efficiency.
  • Lead planning governance for your region, including facilitating sessions with product, operations, finance, and recruitment teams.
  • Regularly review and enhance the Mean Absolute Percentage Error (MAPE) of forecasts.
  • Co-own quarterly OKR target-setting with your Global Planning Lead to align with organizational objectives.
  • Build basic data automations to increase the efficiency of Workforce Management processes.
Qualifications:
  • Experience in forecasting, capacity planning, and scenario modeling within a Workforce Management context.
  • Strong ability to analyze data, develop actionable insights, and create detailed performance reports. Advanced skills in Excel or similar tools are essential; familiarity with BI tools like Looker is a plus.
  • Ability to independently identify and address issues, even in ambiguous or unfamiliar situations.
  • Track record of identifying opportunities for automation and efficiency improvements, with a focus on optimizing outcomes.
  • Excellent relationship management skills, ensuring alignment and clear communication with internal and cross-functional teams.
  • Adept at translating strategy into operational plans, considering customer needs, agent well-being, and organizational goals.
  • Self-starter who takes ownership of challenges and drives solutions proactively.


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