Social network you want to login/join with:
Client:
Location:
Madrid, Spain
Job Category:
Other
EU work permit required:
Yes
Job Views:
3
Posted:
24.04.2025
Expiry Date:
08.06.2025
Job Description:
Project Associate Expert II
Zinia is the new checkout lending platform of the Santander Group. Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology from Openbank and Santander Consumer Finance.
This is an exciting opportunity to make your contribution over a growing market within the business areas of lending, cobranded credit cards and buy-now-pay-later with a solid expansion across different countries with global leading merchants.
Zinia leverages the technological resources and expertise of Openbank, the digital-native bank of the Santander Group, which is currently rolling out its international expansion plans. Through a simple and flexible banking model, Openbank offers customers the possibility to manage their finances on the website or app.
Mission and responsibilities:
As a Workforce Management Planner, you will be in charge of forecasting, planning, reporting and analysis of Contact Center activities.
The main tasks of this position will be the following:
* Traffic Forecasting calculation and Staffing requirements based on Inbound history and service level agreements.
* Outsourcer requirements calculation and follow-up. Traceability of Real vs Required staffing.
* Contact center KPIs reporting and follow-up analysis of performance and productivity.
* Efficiency continuous improvement measures on Planning and Real Time Control activities to support SLAs and Customer experiences.
To be successful in the role you must have:
* At least - years of previous experience in a WFM area in a similar role of planning and staffing, preferably in a vendor management organization environment.
* Ability to analyze, produce KPIs dashboards and synthesize complex information.
* Genesys WFM and reporting tools knowledge will be an advantage.
* Knowledge in exploiting analysis systems (Databases, SQL).
* English (written and oral business level communication skills).
What do we offer?
* Joining a dynamic and agile company undergoing international expansion.
* Working in start-up mode with the support of the Santander Group.
* Competitive remuneration and attractive benefits package.
* Possibility of growth within the company and the Group.
* Collaborating on international projects in different countries.
* Excellent work environment, social clubs and frequent events (virtual at present).
Would you like to grow with us? Join our team!
#J-18808-Ljbffr